Resources / Product Brief

Omnichannel, Product Brief.

30+ channels: SMS, WhatsApp, email, voice, Instagram DM, Facebook Messenger, TikTok DM, and more, unified in one platform with channel-native formatting, fallback logic, and per-channel analytics.

Book a demo See Omnichannel →

What Omnichannel does

Ephanti’s omnichannel layer connects every messaging channel your customers use into a single normalised data stream, so your agents, AI, and campaigns all work from the same place.

Each channel retains its native formatting, emoji support, rich media capabilities, and delivery semantics. The platform handles channel credentials, rate limits, opt-out compliance, and delivery receipts behind the scenes. You configure the channels once; every Solution and every agent uses them automatically.

Supported channels

SMS (Twilio, MessageBird)

WhatsApp Business

Voice

Web chat

Instagram DM

Facebook Messenger

TikTok DM

LinkedIn DM

X (Twitter) DM

Apple Messages

Google Business Messages

New channels added quarterly based on customer requests. Request a channel →

Key capabilities

Channel-native formatting: WhatsApp rich media, email HTML, SMS plain text, each rendered correctly
Inbound and outbound on the same thread, campaigns and replies in one conversation view
Channel fallback logic, configurable fallback sequences if primary channel is unreachable
70+ language support: detect customer language, respond natively
Opt-out and consent management per channel and per regulation (GDPR, TCPA, CASL)
Delivery receipts and read indicators where the channel supports them
Rich media support: images, PDFs, audio, video per channel capability
Per-channel analytics: delivery rate, open rate, response rate, opt-out rate
Channel-level rate limit management, automatic throttling and retry

Configuration options

Channel credentials: connect your own Twilio, WhatsApp Business API, or Meta accounts
Sender IDs per channel: number, display name, verified identity
Fallback sequences: primary, secondary, tertiary channel per customer segment
Business hours per channel
Opt-out keyword management per channel
Rich media permissions, enable or restrict per campaign or agent

Tier availability

Capability	Starter	Pro	Enterprise
Core channels (SMS, WhatsApp, email)	✓	✓	✓
Voice	,	✓	✓
Social DM channels	,	✓	✓
Channel fallback logic	,	✓	✓
Rich media (images, PDFs)	✓	✓	✓
Custom sender IDs	,	✓	✓
BYO channel credentials	,	,	✓

FAQs

What channels does Ephanti support? ⌄

SMS, WhatsApp Business, email, voice, web chat, Instagram DM, Facebook Messenger, TikTok DM, LinkedIn DM, X (Twitter) DM, and more. New channels are added quarterly.

How does channel fallback work? ⌄

If a message cannot be delivered on the primary channel (e.g. WhatsApp not reachable), Ephanti automatically retries on the configured fallback channel (e.g. SMS) with the same message content, formatted natively for that channel.

Can Ephanti handle inbound and outbound on the same channel? ⌄

Yes. Every connected channel supports both inbound (customer messages in) and outbound (campaigns and agent replies out) in a single unified thread.

Do we need to use Ephanti’s channel accounts or can we bring our own? ⌄

Enterprise tier supports BYO credentials: connect your existing Twilio account, WhatsApp Business API, or Meta app. Starter and Pro tiers use Ephanti-managed channel infrastructure.