Omnichannel Messaging Administrator Guide

Audience

This guide is intended for system administrators responsible for configuring and maintaining the omnichannel messaging feature.

Requirements

Subscribe to Enterprise Plan or Ultimate Plan to ensure that the Omnichannel Messaging feature is available.

Steps to set up omnichannel messaging

1. Set up message channels

To enable your contact center to handle digital channels interactions, you need to add the communication channels in the PBX system, and configure settings for each channel, such as message sending rate, inbound messaging routing rule, etc., for smooth operation.

Refer to the individual channel setup articles for the requirements and detailed instructions.

• 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:

  Apidaze

  Bandwidth

  Flowroute

  SIPTRUNK

  Telnyx

  Twilio

  VoiceMeUp

  For SMS Service Providers that are not listed above, they can add their SMS service to Yeastar P-Series PBX System using SMS API. After the integration is complete, you can create an SMS channel for the Service Provider on your PBX.

  For more information about the SMS service integration and the SMS channel setup after the integration, see the following topic.

  Custom SMS Channel

• 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.

  Facebook

  Live Chat

  WhatsApp

2. Set up message queue

Define a group of agents to receive the inbound messages. When an agent of the queue picks up a session, he or she is able to respond to the messages in the session, and the session is automatically assigned to the agent.

For more information, see Create a Message Queue and Manage Message Queues.

3. Set up message campaign

To send a message to multiple recipients, you can create a message campaign. This allows you to set up and manage bulk messaging tasks, enabling you to deliver a single message to multiple target numbers at once.

For more information, see Create an SMS Campaign and Create a WhatsApp Campaign.

4. Manage message history

Get access to the detailed records of customer message interactions from various channels, allowing you to have a complete overview of each conversation journey.

For more information, see Check and Manage External Chat Logs and Download External Chat Logs.