SMS
Two-way texting that gets replies.
Live agents and AI agents text from the same thread, and every reply lands on the customer's conversation, not a separate inbox.
Best forFollow-up, appointment setting and aged leads.
Platform / Messaging
Answer on every channel. Never make a customer start over.
SMS, WhatsApp, Viber, live chat, Facebook Messenger and Instagram in one workspace, with AI agents and live agents on the same thread, so handle time drops and every reply gets an answer.
1:21
One record, four conversations, 29 seconds of human time
Two AI agents, two people, three channels, two days. The fourth rep opens with the fix already on screen.
Messaging channels
Six channels. One conversation per customer.
Turn on the channels your customers already use. Every message, on every channel, lands on the same thread as their calls.
The app your customers open all day.
Two-way WhatsApp conversations, handled by AI agents or live agents, on the same thread as the customer's calls and texts.
Best forInternational customers and anyone who prefers WhatsApp.
Viber
Reach customers where Viber is the default.
Viber conversations route into the same queue as every other channel, with the customer's full history on screen.
Best forCustomers in markets where Viber leads.
Live chat
The conversation starts on your website.
Website chat answered by AI agents or live agents, with the visitor's earlier calls and texts already on screen.
Best forWebsite visitors, sales and admissions inquiries.
Facebook Messenger
Page messages, answered in one queue.
Messages to every Facebook page you run land in the same queue as calls and texts, so nothing sits unread in another inbox.
Best forBrands and campuses running many pages.
DMs that turn into conversations.
Direct messages to every Instagram account you run land in the same queue, answered by the same team and the same AI agents.
Best forBrands that sell or recruit on Instagram.
In every channel Opt-outs apply to the customer, not just the channel they used, and every message is labeled with its outcome.
Spotlight: one thread across every channel
Most platforms give every channel its own history. Palera gives every customer one.
A customer texts on Monday, messages on WhatsApp on Tuesday and opens a live chat today. In Palera that is one conversation, not three tickets. Every AI agent and live agent who picks it up sees everything already said, on every channel, in real time.
30%shorter live chat handle time at EccoGroup USA, 10:17 to 7:11, with the earlier conversation on screen
141appointments booked from 747 two-way text conversations at AMDA, after emails and one-way texts were ignored
One customer, one threadSample data
MonSMSAI agent moves her appointmentResolved
TueWhatsAppLive agent answers a financing questionResolved
WedInstagramShe replies to a campaign post by DM
TodayLive chatReady to sign up, handed to a live agentHanded off
Threads1
Times she repeated herself0
1
Recognize
A message on any channel joins the customer's existing thread, so nobody starts from a blank screen.
2
Answer
An AI agent or a live agent replies on the channel the customer chose.
3
Hand off
When an AI agent hands off, the live agent sees everything already said, on every channel.
4
Comply
An opt-out on any channel applies to the customer everywhere, including the dialer.
1:49
Your omnichannel contact center is a myth
Why context dies between channels, what it costs your floor, and what one record changes.
Messaging is not a separate system
The message lands on the same thread as the call
A live agent answering a WhatsApp message sees yesterday's call and last week's chat. A voice AI agent calling back sees the texts. No summary written afterwards, and no asking the customer to repeat anything.
72%Higher contact rate with calls and texts on one cadence, same list, same agents.Source: EccoGroup USA, Palera deployment.
Everything else you would expect
Palera Messaging also includes routing, cadences, your choice of carriers and messaging reporting.
Routing and queues
Messages route by skill, client and campaign, the same way calls do.
Cadences
Calls and messages in one sequence, set per campaign, that stop the moment a customer replies.
Your carriers or ours
Connect your own Twilio account or SMS provider, or use Palera's carriers.
Reporting
Every messaging metric available to custom dashboards.
See your channels on one thread
Book a demo and we will show you every channel your customers use, in one conversation.
