Follow a customer conversation
Open each step to explore a demonstration scenario.
01Prepare
Choose the channel
Review the connected SMS or WhatsApp account, recipient consent and any required template before starting the conversation.
02Reply
Keep the context in view
Read earlier messages, reply from the conversation workspace and review supported attachments for the selected channel.
03Follow up
Check the delivery status
Review the status returned by the provider and decide how your team should handle replies and opt-out requests.
Illustrative workflow, not a product screenshot. Review the actual interface and your configuration in a live demo.
Keep the conversation and its history together
Read earlier messages before replying so your team can understand the context of a customer enquiry. Review the available delivery status and supported attachments in the same messaging workflow. The channel and provider determine which capabilities are available; attachments sent through the SMS channel use MMS.
- SMS and WhatsApp conversations
- Message history and delivery status
- Supported attachments and approved templates
Prepare your WhatsApp business setup
WhatsApp requires a connected business account and provider setup. Some conversations require approved message templates. Discuss account access, template approval, supported message types and the applicable channel rules before planning a launch. Sending availability cannot be assumed until that configuration is complete.
Use the appropriate channel for each conversation
Internal messaging connects colleagues and drivers within DME Software. Customer messaging uses SMS or WhatsApp to communicate outside the team. Calls are handled by VoIP, and fax is a separate document channel. Keeping these roles clear helps staff choose the right workspace and helps you select only the products you need.
Define a responsible messaging workflow
Before requesting a demonstration, identify the kinds of messages your company intends to send and how customers agree to receive them. Decide who handles replies and how your team will manage opt-out requests. Discuss consent, access permissions and sensitive information with the people responsible for your policies; this product page is not a compliance certification.
Questions about this product
Can we use customer messaging without buying VoIP?
Yes. SMS & WhatsApp Messaging is available independently.
Are all attachments supported on every channel?
No. Supported formats and attachment behaviour depend on the channel and provider. Ask to review your intended document types during setup.