Google RCS
Use rich media, branded identity and suggested actions for compatible Android audiences where an approved RCS Business Messaging agent and carrier reach are available.
Conversation channels
Choose the channel around the customer—not the tool.
EASY SERVE ASSIST can coordinate context and workflow across business messaging channels when the required accounts, permissions and provider integrations are in place.
Channel roles
Different strengths for different conversations.
The right mix depends on audience preference, consent, urgency, content format and operational readiness.
WhatsApp Business
Support approved notifications and two-way customer conversations through a properly onboarded WhatsApp Business Platform account and permitted templates.
Deliver detailed, trackable communication to permitted contacts through a configured sending provider, authenticated domain and responsible list practices.
SMS
Use concise updates and time-sensitive communication subject to sender registration, DLT requirements and applicable telecom rules in India.
LinkedIn-assisted workflow
Prepare research and message suggestions for responsible human use. Any activity must follow the platform’s terms and the permissions of the connected method.
AI Voice
Configure disclosed voice interactions for selected inbound or outbound journeys with clear purpose, escalation logic and an appropriate provider setup.
Selection framework
How should a business choose a channel?
Begin with the customer’s situation and the communication permission you hold. Then evaluate format, immediacy, reach, expected response and the team that will manage replies.
Rich discovery
RCS can fit visual product discovery and guided actions where device, carrier and agent support are confirmed.
Ongoing conversation
WhatsApp Business may suit familiar, permission-based customer journeys that need structured two-way handling.
Detail and documentation
Email can carry longer information and persistent records when sender reputation and consent are managed carefully.
Urgency and accessibility
SMS or voice may fit concise or time-sensitive use cases, subject to the applicable regulation and audience preference.
Safe orchestration
A sequence should reduce friction—not create pressure.
Multichannel does not mean contacting everyone everywhere. Frequency, suppression and escalation rules should be defined before launch.
Permission
Confirm consent, lawful basis, templates and channel-specific policy requirements.
Purpose
Assign one clear job to each channel within the customer journey.
Cadence
Set timing, contact limits, quiet periods, opt-out and suppression behaviour.
Handoff
Define when an engaged customer reaches a human and who owns the response.
Build the right channel mix
Start with permission, purpose and ownership.
We will help map the provider setup, customer journey and operational controls required for the channels that fit your use case.