Plan requirement
| Subscription | Any plan |
| Access | Admin |
Messaging and email, and they behave differently enough that one configuration will not serve both.
Messaging
The web widget, the mobile SDK, and social channels including WhatsApp. Real time, short messages, and the customer is present while the exchange happens.
This is where AI agents work best: questions can be clarified, and a handover reaches somebody while the customer is still there.
Slower, longer, and one shot. The customer wrote a paragraph yesterday and is not sitting there waiting, so the agent cannot ask a clarifying question and expect an answer in seconds.
That makes email harder: the reply has to be right first time, and a wrong one sits in an inbox looking like your company's considered response.
Start with messaging
Lower stakes, faster feedback, and the format forgives a clarifying question. Learn what your customers ask and how the agent handles it there before putting it on email.
Configure them separately
Reply length, tone and escalation should differ. Two sentences is right on messaging and curt by email; the greeting that suits a widget makes no sense as an email reply.
Handover differs too
On messaging, the customer waits. By email, the handover is invisible to them: the ticket simply gets answered by a person. What you say at that moment should reflect that.
Check each channel separately
The same agent can perform well on one and badly on the other. Read transcripts per channel rather than in aggregate, or the good numbers hide the bad ones.
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