Every campaign and every reply on the contact record

Send every message with the contact's latest details from People, including any correction that a colleague saves before the send. When the contact writes back on any channel, Channels adds the reply to the same thread as your message.

Get early accessView all products

Send each campaign to a group that you keep in People

When you send a campaign, you choose its audience from the groups that your team maintains in People. Channels checks the membership of that group at the moment that it sends, so a contact who joins the group in the morning receives an afternoon send, while Channels leaves out a contact who no longer matches the group's filter. Channels files each message to and from a contact in a single thread on that contact's record in People, so any colleague who opens the record can read the whole exchange before they write.

Follow one thread from the first inbound email to the campaign report

Read the email and the text from Ava Ramos in one thread, then send Ava's VIP group a renewal reminder and check the report on that send.

How Channels sends each campaign and tracks its replies

One thread per contact, whichever channel they write on illustration

One thread per contact, whichever channel they write on

When a contact writes to your team on more than one channel and each channel has its own inbox, whoever answers next will have to open every inbox to learn what the contact already asked. Two colleagues can also answer the same question twice, because each of them reads a different inbox.

Channels lists every message to and from a contact in one thread and marks each entry with its channel. When you open that thread from the contact's record in People, you can read the exchange in date order, beside the notes and files that your team keeps on that record. You can assign the thread to a colleague and leave internal notes in it that only your team can read.

Texts through a local carrier in each destination illustration

Texts through a local carrier in each destination

Usually, a carrier in the contact's own country delivers a text to their phone, so if you text contacts abroad on your own, your team will need a separate agreement and separate credentials for every region that it writes to. Each of those providers will also report delivery in its own format, so someone will have to combine the reports before your team can tell which texts the carriers deliver.

Channels chooses a carrier route for every destination by weighing deliverability against cost, then gives each message a status of sent, delivered, failed, or undelivered as the carrier reports back. When a recipient texts back, Channels files the reply in the thread beside the message that it answers. Channels also applies the messaging rules of each destination, which cover the consent that your team records and the keywords that a recipient can text to opt out.

Email design and deliverability illustration

Email design and deliverability

If your team has to write each email in HTML, every campaign will wait in the queue of the colleague who knows HTML. Mailbox providers can also lower your sender reputation as your bounce rate rises, so the first sign that your team notices may be a drop in replies to the latest campaign.

Build the email by dragging blocks of text, images, and buttons into a layout, while Channels generates the HTML for that layout. Once you save the layout as a template, a colleague who knows no HTML can start the next email from it, so your colleagues send every email in your organization's design. Channels reports the bounce rate, the spam-complaint rate, and your sender reputation for each campaign, so you can tell from that campaign's report whether the send harms your deliverability.

Cross-channel campaigns illustration

Cross-channel campaigns

A group in People can include contacts who answer on different channels, so if you split that group by hand, someone will have to set up a campaign for each channel and reconcile the results afterward. Whoever owns the campaign will also have to write a separate follow-up to each contact whose message fails.

In a Multisend campaign, Channels sends to each contact in one audience on every selected channel that their record in People has details for. You can write one message for every channel or a separate version for each one. When a message fails on its first channel, Multisend tries the next channel under the fallback rule that you set, so a contact whose text the carrier fails to deliver receives the email. The campaign report lists the delivery and engagement figures of each channel side by side, so you can see which channel your audience answers most.

Templates and reusable content illustration

Templates and reusable content

When two colleagues write the same welcome email separately, each of them will choose their own wording and layout, so a contact who receives both will read two different messages from one organization. The next colleague will start from a blank page unless someone saves one of those emails where the team can find it.

Save any message as a template and file it in the shared library by team, by campaign, or by any other label that your colleagues search for. A template can include a variable for a first name or a company, which Channels fills in from the contact's record in People as it sends. Because Channels keeps each earlier version of a template, you can set two wordings side by side and restore the one that you prefer. If legal or compliance reviews your outbound messages, you can add an approval step, so that your team can send a new template only after a reviewer approves it.

Message scheduling and delivery timing

When your list spans several time zones, one send time works for only part of it, since contacts in a distant region can receive your nine o'clock message in the middle of their night. If a colleague splits the list by region, they will have to schedule and check each part as its own send. A text that your team sends at the wrong local hour can also break a country's rules on quiet hours.

Pick the date and time for a campaign, or let Channels send at the same local hour for each contact, so a contact in another country receives the message in their own morning. You can also spread one send over several hours, so the replies come in at a pace that your team can answer. You can edit or cancel a scheduled campaign up to the moment that Channels sends it. Channels also waits until the quiet hours that you set, such as nights and weekends, are over before it sends.

Automatic and manual message retries illustration

Automatic and manual message retries

A message can fail for a reason outside your list, such as a carrier outage, a provider fault, or an account with no credit left. Someone on your team will then have to work out which recipients the failure affects and write to each of them again.

When a message fails for a temporary reason, such as a network error or a carrier that drops it, Channels retries it automatically. When your team has to fix the cause first, as with a billing problem, Channels keeps the message for a manual retry, which you can start once your team fixes the cause. You can retry one recipient or the whole failed batch in one action. The campaign report then lists each retry beside the first send.

Configurable alerts and deliverability guidance

Your bounce rate can rise by a small step with each campaign, so it can look ordinary for several sends while mailbox providers count every one of those sends against your sender reputation. To catch that rise by hand, someone on your team will have to check the figures after every campaign.

Choose a figure for Channels to track, such as the open rate, the click rate, the bounce rate, or the spam-complaint rate, and set the level at which Channels alerts you. Channels then notifies the colleagues that you name, either by message or in a Slack channel that you connect. You can also turn on a preset for a common threshold in one click. Each alert includes what the figure measures and a recommended fix, so whichever colleague receives it can start on that fix.

99.9%

Email deliverability

1

Thread per contact across every channel

0

Exports between People and a campaign

What changes for the team that writes to your contacts

One list, kept in People

Channels takes the audience of each campaign and the details in each message from People, so your organization keeps one copy of its contact list. When a colleague corrects a phone number in People, Channels sends the next campaign to the corrected number.

Everyone sends knowing what the contact last received

Every colleague with access to a contact opens the same send history, so a second team can check what your organization sends that contact this week before it writes again. When you assign a thread, Channels shows the name of the colleague who answers it, while any colleague can leave an internal note on where the exchange stands.

Test the wording on a slice before the full send

You can test two subject lines on a sample of the audience under a winning criterion that you choose, so that Channels can send the winner to everyone else when the test ends. Because you pick the audience from a group in People, you can also narrow it before the test, so that Channels sends a renewal message only to the contacts whose renewal is due.

Every exchange on the contact's record

Channels attaches each thread to the contact in People, so a colleague who takes over an account can read what both sides write from the first message onward. Channels adds that colleague's own messages to the same thread, so whoever takes the account next can read the whole history too.

Failed messages listed by recipient

Channels retries a failed message automatically when the cause is temporary, while the campaign report lists every recipient who is still waiting by name. Once your team corrects the account balance or the phone number behind a failure, you can resend to those recipients from that list.

Hear about a bounce rate before the next campaign

Channels alerts your team on the first send whose bounce rate passes your threshold, so you can hold the next campaign back while you look into the cause. Because you choose who receives each alert, the colleague who manages your sending domain can hear about the rise first.

How organizations write to their contacts with Channels

A dental front desk confirms appointments by text two days ahead

Two days before each cleaning or filling, the front desk at a dental practice sends a reminder text to every patient on the schedule. When a patient replies to confirm or to ask for a new time, Channels adds the reply to that patient's timeline in People. If a carrier rejects a reminder, Channels sends it again on its own.

Result

Because Channels retries each rejected reminder automatically, the front desk resends by hand only to the patients whose reminder still fails after those retries. The receptionists can then check the next day's schedule against the replies on each patient's timeline.

A dental front desk confirms appointments by text two days ahead

A listing agent invites buyers to an open house by text and email

A listing agent sorts buyers in People by location and price range and records on each profile the channel that the buyer prefers. For each new open house, the agent sends the matching segment the date, the time, and an RSVP link. Under a channel rule that the agent sets, Multisend sends each buyer the invitation on the channel that their profile lists as their preference. If a buyer does not tap the RSVP link within four hours, Channels sends them the same invitation on their other channel.

Result

Because Channels records every RSVP on the buyer's timeline in People, the agent can call each buyer who signs up before the open house. Channels sends the follow-up to the buyers who do not tap the RSVP link, so the agent writes one invitation for the whole segment.

A fitness studio writes to members who miss a week of classes

The studio manager keeps a dynamic group in People of every member whose last check-in is more than seven days old. Each week, the manager sends that group a short text and an email that suggests classes from each member's past bookings. When a member appears in the group for a second week, the manager tags them for a call, so the front desk can phone them before their membership lapses.

Result

Because People updates the group from each member's last check-in, Channels sends every weekly campaign to the members whose last visit is more than a week old on the day of the send. The front desk phones only the members whom the manager tags for a call, so the desk spends its time on the members closest to lapsing.

A university registrar reminds students before the enrollment deadline

Each student names the channel that they check most on a preference form, which People saves to the student's profile. A week before the enrollment deadline, the registrar's office sends a reminder through Multisend to every student who is not yet enrolled. Multisend then picks each student's channel from the saved preference, while Channels tracks the delivery of each reminder and retries a failed one automatically when the cause is temporary.

Result

Each student receives the reminder on the channel that they name on the preference form. Because Channels marks every reminder as delivered or failed, the registrar's staff can phone each student whose reminder still fails after the retries before the deadline passes.

A university registrar reminds students before the enrollment deadline

A volunteer coordinator fills the shifts for a weekend park cleanup

A volunteer coordinator emails the volunteer list a sign-up call for Saturday's park cleanup. Channels fills in each volunteer's past shifts and the role that they prefer from their record in People. A day before the cleanup, the coordinator sends a short text to every volunteer who is not yet on the sign-up list.

Result

Because each email includes the volunteer's own shifts and role, the coordinator writes one sign-up call for the whole list. The coordinator then texts only the volunteers who are not yet signed up, so each volunteer on the sign-up list hears from the coordinator once.

A volunteer coordinator fills the shifts for a weekend park cleanup

A marketing agency watches the sender reputation of every client

A marketing agency sets alerts on every client account for a bounce rate above 5% and a spam-complaint rate above 0.3%. Channels sends each alert to the agency's operations team by email and in the team's Slack channel. When a client campaign crosses either threshold, the team reads the recommended fix in the alert to find the cause.

Result

When an alert for one client recommends correcting a DKIM record, the operations team follows the steps in that alert and fixes the record before the client's next campaign. Because every client account has the same thresholds, the team learns about a rising rate on any account from the same Slack channel.

A marketing agency watches the sender reputation of every client

How Beryl helps your team answer each thread

Beryl can draft a reply from the history of a thread, condense a long thread for the colleague who takes it over, and flag a thread whose tone turns urgent.

Contextual message drafting

Beryl can write a first draft of your reply from the thread, the contact's profile in People, and the files that your team shares with them. You then edit the draft and send it yourself.

Learn more

Conversation summarization

Beryl can condense a long escalation thread, such as one of 40 messages, into a one-page brief in which every commitment and open question links to the message that it comes from.

Learn more

Sentiment and risk alerts

Beryl flags a customer thread to its account owner when the customer's messages start to show frustration or urgency, so the owner can respond before the customer decides to cancel.

Learn more
Explore Beryl for Channels

Read how each part of Channels works

Open any part of Channels below to see its features, the organizations that use it, and a walkthrough of its steps.

Conversations

Channels keeps every message that your team exchanges with a contact in one thread on their profile.

Explore

SMS

Channels sends your texts through local carriers and reports whether the carrier delivers each one.

Explore

Email

Channels reports the opens and clicks of each contact on the branded emails that you design from blocks.

Explore

Multisend

Multisend sends one campaign on each channel that you select and reports every channel in one place.

Explore

Templates

Your team can save the messages that it sends again and again as templates in one shared library.

Explore

Analytics

Channels reports the delivery, open, click, and response rates of every campaign on every channel.

Explore

Common questions about Channels

Write to your contacts from the records that your team keeps

People imports your contacts from the tools that your team already uses, so Channels can send each campaign from those records and file every reply on the contact's profile.

Get early accessView all products