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Multiple active channels per Customer

There are limitless possibilities where a customer may want to interact with the business via multiple media channels at the same time. For example, a customer who called at the contact center may receive an SMS message from the agent followed by a feedback survey via SMS. A customer who posted a social media post comment may be approached by the agent via a FB direct message or an SMS.

Following are some system limitation when a customer connects via digital and voice channels simultaneously.

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