Yeastar P-Series PBX System Omnichannel Messaging Overview

Yeastar P-Series PBX System offers omnichannel messaging feature, which allows a business to integrate different messaging channels with the business phone system. In this way, customers are able to reach the business through SMS and social media they prefer, while business agents can centrally receive and respond to customers' queries sent from different messaging channels on their Linkus UC Clients.

Requirements

Plan: Enterprise Plan (EP) or Ultimate Plan (UP)
Firmware: Version 37.12.0.23 or later

Feature highlights

All-in-one message inbox: Agents are able to receive and respond to customers' queries from different messaging channels directly on their Linkus UC Clients, greatly saving their time by eliminating the need of switching between apps or services to check for messages. The messages are stored on the PBX server, providing a central record of all the messaging sessions.
Customer Contact using business number: Agents can contact customers using a business number, while keeping their own personal mobile number private. If necessary, the messaging session can be easily elevated to a call to reach the customer, so that the agent can resolve issues faster via voice call.
Seamless Collaboration across agents: Agents can hand off customers' issue to another agent by transferring the conversation, the new agent can quickly review the whole chat history and take over the conversation without hassle.

Supported messaging channels

Yeastar P-Series PBX System supports to integrate with multiple messaging channels to provide an omnichannel experience for customers.

SMS channel

To reach customers directly on their mobile phones using SMS, you can set up SMS channels on Yeastar PBX with the following supported SMS service providers:

Bandwidth

Flowroute

Telnyx

Twilio

Social media channel

To interact with customers through popular social media platforms, you can set up social media channels on Yeastar PBX with the following supported social media.