Expertflow CX provides integration with media channels including Facebook, WhatsApp, Twitter, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below:
Expertflow continues to add more digital channels in its list of supported media channels. You may develop your own chat channel following the Channel Connector Developer Guide.
Following are the CX supported digital channels and their capabilities.
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Capability |
Description |
Web Chat |
SMS (Via SMPP) |
SMS/MMS Via Twilio |
(Social Media) |
(Direct Message) |
WhatsApp Via Dialog360 |
WhatsApp Via Twilio |
Telegram |
(Direct Message) |
(Direct Message) |
Viber |
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Plain text |
Plain text message in any supported language |
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Buttons Message |
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Video Message |
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Audio message |
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Image Message |
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File Message |
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URL Message |
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Gifs |
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Stickers |
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Structured Messages |
Viber Keyboards, FB Message Templates |
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Emoji |
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Contact Message |
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Location Message |
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List Message |
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WebRTC |
Initiate a WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab. |
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Voice Notes |
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Carousal Message |
Rich Media Messaging |
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Outbound Message Templates |
For example, WhatsApp Template Messages for outbound, Viber Broadcast messages |
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Channel Capabilities for Voice
With CX-Voice, Expertflow CX offers the following voice and video interaction features. Using CX-Voice, a business can:
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receive inbound customer phone calls
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Do a traditional or a conversational IVR treatment, and
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Route calls to the most suitable customer care agent
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make outbound calls
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agents can make manual outbound calls
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Contact center administrators can schedule agent-based and IVR campaigns
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Connect via WebRTC using customer widget or a mobile app for audio and video calls and screen-sharing
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Automated self service via traditional and conversational IVR.