Unified Communications 💬📞📩
Unified Communications (UC) integrates all business communication tools (calls, chats, email) into a single system.
This helps teams:
- ✅ Exchange information faster
- ✅ Collaborate more effectively
- ✅ Deliver better customer service
By combining phone calls, SMS, email and other channels, employees can work in real-time via internet. UC enhances teamwork, boosts productivity, increases mobility and improves user experience. The solution includes various interfaces, integrations with third-party communication providers (mobile operators, messengers etc.), forming communication channels, customer conversations, and actual messages/calls within dialogues. All communication is now saved and linked to customers and deals, allowing full visibility of who communicated with customers, when, and about what.
Unified Communications include:
- Channels - Applications through which the system communicates with customers (e.g. Telegram, Instagram, email)
- Dialogues - Message threads between customers and your team via connected channels
- Messages & Calls - Basic communication units within dialogues, representing text, media or actions sent by customers, agents or automated systems
Dialogues are linked to customers and/or deals to track communication history. Even if a channel becomes unavailable later (e.g. Instagram disconnected), the dialogue remains linked - you just can't send new messages through that channel.
Channels 🌐
- RocketSms 📱 - Online service for fast, reliable and affordable SMS campaigns
- YandexMail ✉️ - Free, secure email service with built-in translator and spam/virus protection
- MtsVats 📞 - Virtual call center solution with multi-channel numbers, IVR, call routing, and softphone capabilities
- Instagram 📸 - Social network for sharing photos/videos. Instagram API integration allows businesses to manage their Instagram presence
- Telegram 💬 - Cross-platform messenger for messages, media, voice/video calls
Channels are added via integrations (see Integrations guide). Each dialogue operates through a specific channel.
Dialogues 💬🔍
Our new Dialogue component aggregates communication channels, conversations and their connections with other entities in one place. It consists of four sections:
- Search & Filters 🔎
- Dialogue List 📋 with channel icons and last message preview
- Message History 🕰️
- Contacts 👤 - Customer data and related deals
Search filters dialogues by channel type or customer. The contacts section allows linking dialogues to customers, creating deals and assigning owners. Deals automatically move to appropriate pipeline stages, and when sufficient data exists, customers can be created automatically with dialogues linked to both.
Messages 🎺
Basic communication units can be:
- Text 📝
- Media 🖼️
- Audio 🎧 (for telephony)
- Video 🎬
Currently implemented: text messages and telephony audio.
We synchronize messages between our system and communication providers by maintaining copies. Capabilities vary by channel:
- Telegram personal chats allow message editing/deleting (bots don't)
- Call recordings can't be modified
- Instagram allows message deletion (only within 15 minutes)
Customer Interactions 👥
Typically, you'll access dialogues through customer profiles. The "Communications" section shows all customer dialogues. For new contacts:
- Open context menu ⋮
- Select "Send Message"
- Choose channel
P.S. 🧩🏆
In our opinion, Unified Communications is a game-changer 💣🧨🔫. Integrating all communication tools (calls, chats, email) into one system helps teams work faster, collaborate better, and serve customers more effectively.
