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Outbound - Proactive Digital Campaigns on WhatsApp and Telegram in ConvyAI

Overview​

Digital outbound communications in customer care and contact centers offer a unique opportunity for proactive customer interaction. ConvyAI's outbound capabilities enable timely assistance, product and service promotions, and feedback collection - enhancing the overall customer experience and increasing brand trust and loyalty.

ConvyAI supports outbound on messaging platforms including WhatsApp and Telegram, covering three interaction models:

  • One-to-one outbound - Agents interact directly with individual customers, delivering tailored service.
  • Large-scale campaigns - Reach extensive contact lists with high personalization and audience segmentation.
  • Self-service campaigns - AI-driven automated responses to FAQs or task completion without direct agent intervention, optimizing response times and reducing operational costs.
note

Outbound functionalities require activation. Contact the ConvyAI Sales team to enable them for your account.

In this section​

  • Bot - Create a dedicated bot for outbound flows.
  • Connector - Enable outbound on WhatsApp and Telegram connectors.
  • Campaign - Manage agent-driven one-to-one outbound campaigns from the agent desktop.
  • Massive Outbound Campaign - Overview of the large-scale campaign module.
  • Dashboard - Monitor campaign performance and channel metrics.
  • Contact Lists - Build and manage the contact lists used in campaigns.
  • Campaign Lists - Create and configure outbound campaigns.
  • Campaign Monitoring - Track campaign delivery status and performance in real time.