Preserve channel context
Keep the originating channel and conversation context alongside the request.
OTEMATIK AI · Customer Communications
Give every incoming message a clear route to the right team.
Keep the channel, topic and conversation context together. Flag uncertain identity matches and prepare a coordinated handoff to the appropriate team.
- Preserve channel context
- Review related enquiries together
- Prepare the team handoff
Multichannel Message Reception and RoutingExample workspace
Message inboxIllustrative workspace
Product enquiryReview draft
- Sales enquiry
- Owner
- Sales team
- State
- Review draft
Preserve channel context
Review related enquiries together
KEY FEATURES
What this product will handle for your team.
Practical capabilities with a clear role in your workflow.
Review related enquiries together
Group related topics so distinct customer needs are easier to identify.
Prepare the team handoff
Prepare the request with a suggested team and handoff notes.
USE CASES
How could this fit your day-to-day work?
Explore the need, the proposed approach and your team's role.
SELECTED USE CASE
Review the same request across two channels
- 01THE NEED
A customer sends the same question through the website and a messaging channel, creating two separate threads for the team.
- 02AI APPROACH
Prepare the messages together with their topics and sources. Flag uncertain identity matches and suggest a coordinated handoff to the responsible team.
- 03NEXT STEP
Outcome: A handoff note showing the two source conversations.
SELECTED USE CASE
Hand a channel-specific support enquiry to its owner
- 01THE NEED
A customer uses a messaging channel to ask for after-sales support.
- 02AI APPROACH
Prepare the topic and handoff notes for support while preserving channel permissions. Confirm official API access and handoff acknowledgement before treating the connection as active.
- 03NEXT STEP
Outcome: A support-routing suggestion that preserves channel permissions.
CUSTOMER EXPERIENCES
Experiences from our customers.
Hear from customers using the product in their business workflows.
★★★★★
It brings all WhatsApp, Instagram and email messages together in one place and routes them to the right department within milliseconds.
Onur TaşdemirTrendGiyim Pazarlama
★★★★★
Distinguishing complaints from appointment requests in social media DMs and forwarding them to the relevant units has saved our operation.
Nilgün EserCityHospital
The experiences shared reflect each customer’s individual project scope.
OTEMATIK · NEXT STEP
Adapt this workflow to your business.
YOUR QUESTIONS
What to know before implementation.
Review the product scope, connection requirements and approval points.
How does this solution work?
Keep the channel, topic and conversation context together. Flag uncertain identity matches and prepare a coordinated handoff to the appropriate team.
Source and need
The workflow uses these source materials: Authorized channel messages and the business topic taxonomy.
Are all messaging channels supported?
Select channels individually based on official APIs, account permissions and provider limits; no universal connectivity claim.
Are customer identities merged automatically?
Define matching rules and uncertainty handling. Uncertain identities are not merged without approval.
Which channels can we assess together?
Official API access for selected channels, account permissions and identity-matching rules are required.
What is included in the scope and outputs?
Reasoned topic/team suggestions and a handoff note.
Permission/topic mapping and a human handoff queue for verified channels.
No promise of ready-made connections to every platform or perfect cross-channel identity matching.
How do quoting, setup and connections work?
Let’s define the scope together.
Which steps belong to AI and your team?
Intelligent review
Keep the originating channel and conversation context alongside the request. Classify free-text intent and suggest teams and handoff context.
Proposed output
Prepared for your team to review: Reasoned topic/team suggestions and a handoff note.
Team review
A communications owner approves routing maps and uncertain-message handoffs.
Business rules
API message transport and deterministic identity rules are not AI contributions.
How are data, access and security handled?
Your information is collected to review your request and contact you about it. This form does not collect marketing permission. Please do not share sensitive personal information.
OTEMATIK · NEXT STEP
Let’s define the right scope for your business.
Share your current process and required connections. Our team will help define the implementation scope and next steps.