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Channels
Business Messaging
Businesses communicating with customers through messaging apps like WhatsApp and Messenger.
Glossary/Business Messaging
Business messaging is the use of messaging apps — WhatsApp, Facebook Messenger, Instagram, Telegram and others — as a channel between companies and customers. It's fast, familiar and mobile-first, and in many regions it has overtaken email and phone for support.
Because customers expect near-instant replies on messaging, it pairs naturally with an AI agent for round-the-clock coverage, all unified in one inbox so context follows the customer.
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