What features are supported on OTT channels?

Over-the-top (OTT) messaging channels, such as Viber, Telegram, Apple business chat and others, offer a variety of features that are advantageous for service interactions and natively supported within the Agent Inbox. These features enhance customer communication and engagement by leveraging the capabilities of modern messaging platforms.

1. Rich Media Messaging : OTT channels support a wide range of media types, including text, images, videos, audio messages, documents, and location sharing, allowing you to provide comprehensive and visually engaging customer support from within the Agent Inbox.
2. Real-Time Communication : These channels enable instant messaging, allowing for quick exchanges between businesses and customers, which is essential for resolving inquiries and issues promptly.
3. Automation and Chatbots : OTT platforms offer support the integration of CM.com chatbots, which can handle routine queries, offer automated replies, and provide round-the-clock assistance, thus enhancing response times and customer satisfaction.
4. End-to-End Encryption : OTT messaging apps are equipped with strong encryption protocols, ensuring that messages remain secure and private, which is crucial for maintaining trust in service interactions.
5. Two-Way Communication : OTT channels support bi-directional communication, allowing customers to interact with businesses in real-time, which helps in building a responsive and engaging customer service experience.
6. Cross-Platform Availability : Many OTT apps are available on multiple devices and operating systems, providing customers the flexibility to interact with businesses from their preferred device.

By leveraging these features, businesses can use OTT channels to create effective and responsive service interactions, enhance customer experience, and build stronger relationships with their audience.