What is Programmable Conversations?
Programmable Conversations unifies the world’s most popular communication channels with a single API. This allows your representatives to quickly and easily communicate with your customers across different communication channels, while spending minimal development resources.
With Programmable Conversations, we will connect you to a growing directory of communication channels as they become available. It saves your developers valuable time building and maintaining multiple API connections.
One API, one customer profile and one conversation view. What does that mean for my business?
Programmable conversations will give your customer-facing teams the full context whenever they engage with a customer. All messages and channel preferences are loaded into your own software, with just one single API. You can create a single customer profile that stores every channel a customer has contacted you on. Programmable Conversations helps sync a customer’s conversation history so that no matter the channel, all the context appears in one, seamless thread. This puts the entire conversation history at your teams’ fingertips, cutting response times and streamlining workflows.
Does the Conversations API give automatic access to Whatsapp for Business?
You can use Programmable Conversations to seamlessly integrate WhatsApp messaging into your existing communications. With MessageBird as a verified WhatsApp service provider, enterprises can take advantage of Programmable Conversations to integrate WhatsApp into customer communication workflows. To learn more and start building a more modern customer engagement experience, visit our WhatsApp page. Please note, that approval by WhatsApp will be required on a case-by-case basis for all customers entering the program.
What communication channels can my enterprise connect to with Programmable Conversations?
Programmable Conversations currently supports WhatsApp, SMS, Telegram, WeChat, Messenger and Line. You’ll be able to connect to a growing directory of communication channels as they become available including Voice, Slack, Twitter, RCS, Apple Business, Chat, Amazon Alexa, Sendgrid, Weibo, Kakao Talk and Video. Supported features can vary per channel.
Can I create my own mix of communication channels and add other channels?
You can easily pick and choose from our supported channels. Programmable Conversations was specifically built to allow connected enterprises to be agile, so they can adapt as needed for successful global customer engagement and growth. You’ll be able to connect to our growing directory of communication channels as they become available including Voice, Slack, Twitter, RCS, Apple Business, Chat, Amazon Alexa, Sendgrid, Weibo, Kakao Talk and Video.
Does Conversations support audio, video, chat, image and location-sharing?
You can share audio, video, chat, image and location-sharing, depending on whether or not a specific channel supports it. Due to the omni-channel support, you can easily share images and audio on WhatsApp and video on Messenger in the same conversation thread. No matter the channel your representatives can give better support by sharing rich media.
How does Programmable Conversations save developer resources?
Building and maintaining connections to separate communication channels like WhatsApp, WeChat, Telegram, and Facebook Messenger is complex, time-consuming and costly. Adding a new channel requires integrating a whole new API. Programmable Conversations gives you access to the world’s most popular channels with a single API. You only have to integrate our API and you’ve got full omni-channel communication capabilities.
What is the difference between the MessageBird Chat API and Programmable Conversations?
The Chat API doesn’t allow you to thread multiple channels into one conversation view. Each channel creates a separate thread that’s lost when a conversation is archived, leaving the entire conversation fragmented. Using our Programmable Conversations API, you can unify all threads and channels in one conversation view and merge channels for a single customer to build a rich customer profile.
I’m using the Chat API, should I migrate to Programmable Conversations and are there additional costs connected?
For the duration of the beta stage of Programmable Conversations, we recommend using it in combination with our Chat API. Our Chat API will be phased out when all existing channels are migrated. WhatsApp for Business is ONLY available through Programmable Conversations. Using Programmable Conversations is free during the beta phase, channel specific transactional message fees apply.
How will the Conversations API help my business optimise our customer engagement?
People intuitively switch between different apps and communication channels when talking to family and friends. With Programmable Conversations, you will get the same flexibility in your business communications. Having the entire conversation history at your fingertips will improve the customer experience by cutting agent response times and streamline workflows. You’ll be readily available to your customers so you can focus on what you do best: delivering great content.
My business is serving customers across the world, how does the Conversations API support our international operations?
All our communication products are built for global scale and Programmable Conversations is no exception. Our infrastructure is distributed across 5 continents (Europe, North America, South America and APAC and Australia). We have direct connections to more than 225 carriers worldwide and we deliver messages and phone calls to over 195 countries.
Can we integrate Conversations into our CRM software?
Currently, MessageBird has a native app available for Zendesk. You can also integrate Programmable Conversations into your CRM yourself. We’re expanding our integrations offerings and are on track to integrate with Salesforce and PureEngage in the coming months.
Is reporting integrated into the Conversations API?
Reporting features will be added to the Conversations API in the near future. They will first be available in beta, and we will work closely with customers to ensure that we make the most important usage data available in this first version.