Customer Channels

Following are the CX supported digital channels and their capabilities.

Supported, Not Supported, Not Applicable

Capability	Description	Web Chat	SMS (Via SMPP)	SMS/MMS Via Twilio	Facebook (Social Media)	Facebook (Direct Message)	WhatsApp Via Dialog360 & Meta Cloud API	WhatsApp Via Twilio	Telegram	Instagram (Direct Message)	Twitter (Direct Message)	Twitter (Social Media)	Viber
Plain text	Plain text message in any supported language
Buttons Message
Video Message
Audio message
Image Message
File Message
URL Message
Gifs
Stickers
Structured Messages	Viber Keyboards, FB Message Templates
Emoji
Contact Message
Location Message
List Message
WebRTC	Initiate a WebRTC session between the customer and the agent. The WebRTC session is started in a separate browser tab.
Voice Notes
Carousal Message	Rich Media Messaging
Outbound Message Templates	For example, WhatsApp Template Messages for outbound, Viber Broadcast messages

Email Capabilities

Following are the Email supported capabilities

Description	Support
Receive Incoming Emails
Send Reply to incoming Email
Send a new email to ongoing session’s customers only
Send outbound Email (to any customer)
Attachments supported in Incoming & Outgoing emails
Styling supported in Incoming & Outgoing emails
Signatures support (with dynamic Agent Details)
Email Thread with attachment
Reply at any level of Email Thread
Email Forwarding
Forward any level of Email Thread
Cc and Bcc support

Following are the Voice Channel capabilities
Expertflow CX offers the following voice and video interaction features. Using CX Voice, a business can:

Description	Support
Receive inbound customer phone calls
Do a traditional or a conversational IVR treatment
Route calls to the most suitable customer care agent
Make Outbound Calls
Agents can make manual outbound calls
Contact center administrators can schedule agent-based and IVR campaigns
Connect via WebRTC using a customer widget or a mobile app for audio and video calls and screen-sharing
Automated self-service via traditional and conversational IVR.
Direct Transfer For Calls
Agents can directly transfer calls on the configured voice queues.
Agents can transfer calls directly to specific agents.
Consult For Calls
Agents can perform consult calls on the configured voice queues.
Agents can perform consult calls with specific agents.
Consult Transfer For Calls
Agents can transfer the calls to consulted agents.
Silent Monitoring For Calls
Users can silently monitor ongoing customer calls.