Yeastar P-Series Software Edition Omnichannel Messaging Overview

Yeastar P-Series Software Edition 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

  • Firmware: Version 83.12.0.23 or later
  • Plan: Enterprise Plan (EP) or Ultimate Plan (UP)

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.
Automatic Chat Assignment
Route your business messages from different messaging channels to agents, who can share the workload across teams to reduce customer service response time. The system automatically assigns chats to the first agent that picks up the session from the queue.

Messaging channels

Yeastar P-Series Software Edition 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
SIPTRUNK
VoiceMeUp
VoIP.ms

For SMS Service Providers that are not listed above, they can add their SMS service to Yeastar P-Series Software Edition 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.
General
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.
Whatsapp

Message queues

Yeastar P-Series Software Edition supports to create message queues, allowing inbound messages to be routed to a group of agents. 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 about the message queue, see Create a Message Queue and Manage Message Queues.