# Omnichannel messaging on one API and one inbox - Canonical URL: https://www.broadnet.me/products/omnichannel - Language: en - Last updated: 2026-10-19 - Publisher: BroadNet (https://www.broadnet.me) - Markdown version of the page above, generated from the rendered page. Omnichannel · Unified inbox One platform. Every channel. Zero friction. BroadNet Omnichannel runs SMS, WhatsApp, RCS, Voice and Email on one API — one dashboard, one customer thread, one set of metrics. 99.99% uptime SLA, 30,000 messages per second per node, 200+ countries. [Design my customer journey](https://www.broadnet.me/contact?topic=customer-journey&product=omnichannel) [Request omnichannel demo](https://www.broadnet.me/contact?topic=omnichannel-demo&product=omnichannel) ISO 27001 · SOC 2 GDPR · HIPAA aligned 50ms avg API latency ![The BroadNet snow leopard at the centre of SMS, WhatsApp, voice and email channels joined in one loop](https://www.broadnet.me/marketing/generated/viz-omnichannel.png) BroadNet · every channel api.broadnet.me 5 Channels 300M+/day Messages 99.99% SLA Dashboard 1 All channels, one workspace, one billing line Channels 5 SMS, WhatsApp, RCS, Voice, Email out of the box Uptime SLA 99.99% One contracted platform SLA across every channel in the fallback waterfall Countries 200+ Direct reach through 1,000+ operator connections One submit, five channels ## How one message finds the right channel automatically. The waterfall is the product. You name the intent, the engine picks WhatsApp → RCS → SMS → voice — stops on first success, normalises every DLR back into one webhook schema. 1. 01 · Intent Your API call One submit, one schema. You name the intent (otp, order, promo, alert) and the platform picks the channel mix from your policy. p50 < 40ms 2. 02 · Profile Contact resolver MSISDN, email, WhatsApp ID, RCS capability, language, opt-in state — all merged into one canonical profile per recipient. p50 < 60ms 3. 03 · Waterfall Channel orchestration Try WhatsApp → if undelivered in 30s, try RCS → if undelivered in 30s, fall through to SMS → and finally voice. Stops on first success. per-channel SLA 4. 04 · Dispatch Send + DLR Each leg uses its native API and SLA. DLRs from every channel normalised to the same event schema before they reach your webhook. channel-native 5. 05 · Inbox Unified thread Inbound replies on any channel land in one conversation thread, attributed to the same contact. Agents work one inbox, not five tabs. real-time 6. ← unified DLR + inbound · webhook 01 · Intent Your API call One submit, one schema. You name the intent (otp, order, promo, alert) and the platform picks the channel mix from your policy. p50 < 40ms 02 · Profile Contact resolver MSISDN, email, WhatsApp ID, RCS capability, language, opt-in state — all merged into one canonical profile per recipient. p50 < 60ms 03 · Waterfall Channel orchestration Try WhatsApp → if undelivered in 30s, try RCS → if undelivered in 30s, fall through to SMS → and finally voice. Stops on first success. per-channel SLA 04 · Dispatch Send + DLR Each leg uses its native API and SLA. DLRs from every channel normalised to the same event schema before they reach your webhook. channel-native 05 · Inbox Unified thread Inbound replies on any channel land in one conversation thread, attributed to the same contact. Agents work one inbox, not five tabs. real-time The platform ## Six capabilities that turn five channels into one workspace. No bolt-ons, no separate logins, no parallel CRMs. Everything below is part of the same platform — write once, deliver everywhere, measure together. 01 · Unified inbox ### Every conversation, every channel, one thread. Inbound from SMS, WhatsApp, RCS, Voice transcripts and Email lands in a single shared inbox keyed to the customer — not the channel. Agents see the whole relationship at a glance. - Single customer thread across all channels - Inline media, attachments, voicemail playback - Internal notes, mentions, and shared drafts Shared inbox All channels 4 open · 2 unread - Sara Al Mansoori WhatsApp Got the tracking link, thanks! 2m - Daniel Hartley Email Re: invoice INV-8821 — confirmed 11m - Kareem Hassan SMS OTP received. Closing the ticket. 27m - Lina Khoury Voice Voicemail · 0:42 — request callback 1h 02 · Channel orchestration ### Auto-fallback waterfall, defined in one rule. Try WhatsApp first. If template is undelivered after 30 seconds, fall back to RCS. Still nothing? SMS. Voice as last resort. One send call, one outcome, one billing line — never duplicate sends. - Per-message or per-campaign waterfall - Deduplication across attempts - Cost-aware routing with hard caps 03 · Customer journey ### Continuity that survives a channel switch. A customer who started on WhatsApp on Monday and called support on Wednesday is the same person. Context, intent, and history travel with them — not stranded in the channel they happened to use. - Identity stitching across phone, email, handle - Last 90 days of cross-channel events visible - Hand-off from bot to agent without restart 04 · Agent assignment ### Skill-based routing, not a queue lottery. Route by language, product line, customer tier, agent load, and channel certification. Voice answered only by trained voice agents; Arabic WhatsApp routed to Arabic speakers — automatically. - Skills, languages, tiers, channel certification - Round-robin with load balancing - Escalation paths with SLA timers 05 · Conversation analytics ### Real metrics, per channel and across the journey. Time-to-first-reply, resolution rate, CSAT, deflection, channel-mix attribution. Filter by agent, segment, country or template. Export to your warehouse via webhook or scheduled CSV. - Per-channel and unified dashboards - Funnel and cohort views - Snowflake, BigQuery, S3 destinations 06 · Cross-channel templates ### One template, many surfaces, one approval. Author once with variables and branding rules. The platform renders SMS as 160-char plain text, WhatsApp with header media, RCS with rich cards, Email with HTML, Voice with TTS — from the same source. - Per-channel rendering rules - Versioning, approvals, locked variables - Compliance pre-checks before publish Channel orchestration ## A waterfall, not a broadcast. One send call enters the waterfall. The platform tries the most effective channel first, watches for proof of delivery, and only falls back when there's real evidence the first attempt failed. You pay for one delivery — not four duplicates. Default rule ``` waterfall: [ { channel: "whatsapp", wait: 30 }, { channel: "rcs", wait: 60 }, { channel: "sms", wait: 300 }, { channel: "voice" } ] ``` Send · order_confirmation → +971 50 ••• 4567 1. 01 Try WhatsApp first WhatsApp Template approval verified · cost $0.012 · rich media supported Wait 30s for read receipt 2. 02 Fall back to RCS RCS Branded sender · cost $0.008 · Android handsets only Wait 60s for delivery 3. 03 Fall back to SMS SMS Universal · cost $0.018 · 160 chars · alphanumeric sender Wait 5m for DLR 4. 04 Last resort: Voice Voice Text-to-speech callout · cost $0.040 · only for critical sends 5. Outcome Delivered on WhatsApp · billed once · 1 receipt logged Fallback chain stops at first success. Total cost $0.012. Full event trail written to audit log. Use cases ## Built for the work you already do. Three patterns cover most of what teams ship. They share the same orchestration, the same inbox, the same audit trail. Customer support ### Support Tickets that follow the customer across channels. Reply on WhatsApp, follow up by Email, escalate to Voice — all in the same thread, with the same agent context, in the same SLA. Marketing ### Marketing Run a campaign as a waterfall: RCS to verified Android, WhatsApp to opted-in users, SMS to everyone else. Measure the lift per channel and reallocate spend the next morning. Transactional ### Transactional Order confirmations, OTPs, delivery updates, appointment reminders. Try the cheapest verified channel first, fall back instantly when it fails, never charge for a duplicate. Customer stories ## Three teams that retired five vendor consoles. Major regional bank Banking · MENA AE EG **Challenge** Critical statement notifications could not afford a single missed channel, but paying for parallel sends inflated cost. **Approach** A WhatsApp-first waterfall falls back to SMS after a set timeout and to voice on priority alerts, billing only the leg that actually shipped. Customer communications lead (reference under NDA) South Asian food-delivery platform Food delivery · South Asia PK BD **Challenge** Regional CS teams juggled separate vendor consoles for SMS, WhatsApp and RCS replies. **Approach** BroadNet's unified inbox consolidated inbound across every channel into one queue, one SLA dashboard and one set of macros. Customer experience lead (reference under NDA) Southeast Asian airline Airline · APAC PH **Challenge** A WhatsApp boarding-pass launch risked stranding roaming passengers at the gate without a pass. **Approach** The omnichannel waterfall auto-fell back to SMS the moment a WhatsApp DLR failed inside the cut-off window. Digital lead (reference under NDA) Questions buyers ask ## Omnichannel, without the buzzword fog. You set the priority order per intent (otp, order, promo, alert) in policy YAML or the dashboard. The engine tries channel 1; if undelivered within the window you set (default 30s, range 5–600s), it tries channel 2 — using the same content normalised for that channel. It stops the moment a delivery receipt comes back. Billing only charges for the legs that actually shipped. No. You author one canonical message per intent. The platform renders it as a WhatsApp template, an RCS rich card, an SMS body, an email, or a voice TTS script — using the channel-specific template you registered once. Variables, language, and RTL are handled at render time, not in your code. One thread per contact, with messages from every channel in chronological order. Channel badge on each message (SMS, WhatsApp, RCS, email, voice transcript). Agents pick the channel for outbound replies; if the user messaged on WhatsApp, the agent can answer on WhatsApp within the 24-hour service window — since 1 October 2026, Meta bills replies inside that window per message at the market's utility rate, after a free tier of 1,000 service messages per business phone number per month. SLA timers per channel. Per active contact per month: $0.018 for orchestration (covers waterfall, profile resolution, unified inbox routing) plus the per-channel/per-message fees for whatever actually shipped. No platform monthly minimum on standard tier. Enterprise tier is a flat annual platform fee with per-contact orchestration included. Yes — out-of-the-box connectors for Salesforce SC, Zendesk, Freshdesk, HubSpot Service, Microsoft Dynamics 365, and Intercom. Inbound messages create or update tickets bidirectionally; agent replies in your helpdesk ship through BroadNet on the right channel. Custom integrations via the unified webhook. Per intent, per channel, per market: send volume, delivery rate, read rate (where supported), reply rate, mean time to first reply, conversation duration, agent CSAT, deflection rate. Real-time dashboard plus daily CSV export plus warehouse sync (Snowflake/BigQuery/Redshift) on enterprise. Yes. If an agent is actively replying on a thread (last 60 seconds), new outbound messages from automated flows defer to the agent and ship on whichever channel the conversation is currently on. Prevents the 'bot interrupted my support call' UX failure. Conversation transcripts (messages, agent assignments, status transitions) are retained 12 months on standard, 7 years on enterprise. Compliance export is one click — CSV or NDJSON, with redaction options for GDPR right-to-erasure events. All data in your region of choice (UAE, KSA, EU). Question not here? [Ask our engineering team](https://www.broadnet.me/contact) Comparing platforms? Read our [best omnichannel platform](https://www.broadnet.me/compare/best-omnichannel-platform) buyer's guide for a side-by-side vendor comparison. ![The BroadNet snow leopard on a glowing highway of light under the infinity loop](https://www.broadnet.me/marketing/art/band-products.webp) Carrier-grade delivery ## Delivered to 200+ countries, direct to the operator in 86. No grey routes: a direct operator bind wherever one is commercially available, otherwise a labelled partner-managed route. One API to every channel, on a network built since 2003. 200+ Countries 1,000+ Operator connections 300M+ Msgs·day [Talk to sales](https://www.broadnet.me/contact) Five channels · one inbox · live in days ## Stop juggling channels. Start running one workspace. We'll connect your SMS, WhatsApp, RCS, Voice and Email accounts into a single inbox, define your fallback waterfall, and route your first conversations within the week. [Design my customer journey](https://www.broadnet.me/contact?topic=customer-journey&product=omnichannel) [Request omnichannel demo](https://www.broadnet.me/contact?topic=omnichannel-demo&product=omnichannel) $ curl -X POST https://api.broadnet.me/sms/sendSms -H "Authorization: Bearer $BROADNET_TOKEN" -d '{"senderId":"BroadNet","destinationNumber":"447700900123",…}' [Full API reference /developers/api](https://www.broadnet.me/developers/api) Further reading [WhatsApp usernames and BSUIDs: what changes for OTP, CRM and webhooks Why WhatsApp contacts can now arrive without a phone number, and how to keep SMS fallback and OTP working.](https://www.broadnet.me/blog/whatsapp-usernames-bsuid-developer-guide) ## Related guides & answers Go deeper on the concepts behind this product. - [What is omnichannel messaging Read](https://www.broadnet.me/answers/what-is-omnichannel-messaging) - [How does omnichannel messaging work Read](https://www.broadnet.me/answers/omnichannel-messaging) - [SMS vs WhatsApp for business — which should you use Read](https://www.broadnet.me/answers/sms-vs-whatsapp-for-business) - [What is OTT bypass Read](https://www.broadnet.me/answers/what-is-ott-bypass) - [How do I choose a CPaaS provider Read](https://www.broadnet.me/answers/how-to-choose-cpaas-provider) - [What is conversational commerce Read](https://www.broadnet.me/answers/what-is-conversational-commerce)