Communication channels and availability
Use this guide to choose the right channel and avoid confusing an internal reminder with a customer message.
Current workflows
Section titled “Current workflows”| Workflow | What it does | Guide |
|---|---|---|
| Android call tracking | Captures eligible work-SIM cellular call metadata after setup | Android tracking |
| Provider calling | Connects supported agent-phone calls and records provider outcomes | Calling providers |
| Supports connected business-number inboxes and manual messaging | ||
| In-app reminders | Keeps due work and important activity visible to permitted users | Reminders |
| Team email alerts | Sends supported internal notifications when configured | Notifications |
| Mobile alerts | Delivers eligible notifications to registered, permitted Android devices | Android tracking |
Availability depends on connection status, workspace permissions, configuration, and provider requirements.
In development
Section titled “In development”Customer email, SMS, customer-facing reminders, and AI-assisted/automatic WhatsApp replies are planned additions. Do not build a production process around them before they are released.
The intended customer email and SMS workflows include sending from lead context with appropriate sender configuration. Exact providers, sending controls, pricing, and setup steps will be documented with the release.
Team reminder or customer reminder?
Section titled “Team reminder or customer reminder?”Team reminder: “Jamie needs to call this lead at 4 pm.” This is assigned work and an internal notification.
Customer reminder: “Your appointment is tomorrow at 4 pm.” This is an outbound customer message, requiring a supported channel, consent, and appropriate sending rules.
Creating an internal follow-up does not automatically send its text to a customer.
Before using any channel
Section titled “Before using any channel”Check the recipient, sender, workspace, permissions, and content. Respect consent and opt-outs. A successful API request or queued status does not necessarily mean a message reached the customer.
Ask support about the setup available for your workspace.