Unified Digital Messaging
What is Unified Digital Messaging?
Unified Digital Messaging (UDM) allows agents to have multiple messaging interactions on the go with seamless and continuous conversations. Messaging channels include web chat, SMS, Facebook Messenger, WhatsApp, Smart Chat, and Webex Connect channels (SMS, WhatsApp and Facebook Messenger).
Unified digital messaging brings messaging channels such as web chat, SMS, Facebook Messenger and WhatsApp into a single agent workspace. Agents can handle several conversations at once, and each conversation stays continuous as the customer replies over time.
Messaging differs from live chat because it is often asynchronous: customers expect to pick up where they left off rather than start again. Unifying these channels avoids separate tools and queues for each messaging app, and gives agents one history of the conversation. Teams typically measure messaging by response time, resolution time, concurrent conversations per agent and customer satisfaction. Routing rules and concurrency limits need regular review as message volumes shift between channels.
Related: SMS messages / SMS channel, Social messages / social channels, Smart Chat, Totalix, the current platform.