Call, message and broadcast from one place — cloud telephony with IVR, queues and dialer, plus WhatsApp, SMS, email, RCS and push, all run by your contact centre with DPDP consent built in. The Flow-Cognition Agent listens, routes and replies across every channel, then logs exactly what it did against the customer record.
Voice · WhatsApp · SMS · Email · RCS · Push
Voice, WhatsApp, SMS, email, RCS and push, with every conversation logged on the customer record.
Multi-level IVR that routes every call to the right team, 24×7.
Cloud calling, recording and analytics — no hardware to run.
Dial any number in one click, logged straight to the record.
Capture leads and trigger instant callbacks from a missed call.
Send voice messages to thousands of contacts in minutes.
Track campaigns with dedicated virtual numbers.
Automate WhatsApp conversations with an always-on bot.
Transactional and promotional SMS on DLT-registered routes.
Send and track email, logged to the customer record.
Rich branded messaging on RCS with media and buttons.
App and web push notifications to re-engage users.
Prebuilt applications your teams can switch on in days.
Inbound & outbound contact centre with queues and QA.
Extensions, call transfer and team calling.
Connect callers to the right agent automatically.
Post-call IVR surveys and CSAT capture.
Secure logins and transactions over SMS/voice.
The essentials your teams reach for every day — each backed by real objects in the platform.
Inbound and outbound voice with IVR, queues, skills, dispositions and call recordings — no hardware.
WhatsApp, SMS, Email, RCS and Push with approved templates, opt-ins and campaigns.
Consent register, DLT, opt-in management and delivery tracking keep every message compliant.
48 objects power Communication. Filter by department or search to find exactly what you need.
Master record of every call (inbound/outbound) with full lifecycle timing, recording, disposition and AI insights. One call = one record.
Cloud TelephonyOne timeline of every agent status change - presence, breaks, aux and login/logout - with sessions & occupancy.
Cloud TelephonyOmnichannel routing configuration. Real-time (voice/chat) or deferred (email/tickets); detail adapts to mode.
Cloud TelephonyUniversal outcome taxonomy: sets -\> L1 -\> L2 with sentiment and automation rules; applied after each interaction.
Cloud TelephonyDialer campaigns with Preview/Progressive/Predictive modes and DNC/DPDP compliance.
Cloud TelephonyVisual call-flow: welcome, language, business-hours branch, menu routing to queues/submenus/callback/voicemail.
Cloud TelephonyOwned numbers: DIDs, toll-free, virtual; provider, trunk, region, capabilities and routing.
Cloud TelephonyCarrier routes: channels/concurrency, host, codecs, failover, least-cost routing.
Cloud TelephonyAgent telephony identity: extension, SIP creds, device, skills and assigned queues.
Cloud TelephonyCall recordings as first-class records: storage, encryption, consent, retention, PCI and access log.
Cloud TelephonySkill definitions for skill-based routing.
Cloud TelephonyReusable schedules & holiday calendars for queues and IVR.
Cloud TelephonyGreetings, music-on-hold, prompts and comfort messages used across IVR & queues.
Cloud TelephonyDo-not-call & suppression registry (global/campaign), opt-out audit for DPDP/TRAI.
Cloud TelephonyVoicemail boxes with greetings, message/unheard counts and transcription; follow-up creates a callback.
Cloud TelephonyQueued (ASAP) and scheduled callbacks with status and assignment.
Cloud TelephonyUnified omnichannel handling record for chat/email/WhatsApp threads (voice appears as call summaries).
Cloud TelephonyDialer source lists: uploaded contacts with validation, de-duplication and DNC scrubbing.
Contact centreReusable service-level definitions applied across queues.
Contact centrePriority, overflow and escalation rules as managed objects.
Contact centreBlocked numbers and spam/robocall/fraud screening.
Contact centreQuality scorecards and evaluations with calibration.
Contact centreWorkforce plans and forecasts; the baseline adherence is measured against.
Contact centreCoaching sessions tied to agents and calls.
Contact centreRated call detail records: per-minute cost by number, trunk, agent, department.
Contact centreOutbound webhooks, CTI screen-pop and CRM sync events.
Contact centreRegistered SMS headers and DLT entity/template registration (India TRAI).
SMSDLT-approved SMS content templates with variables.
SMSBulk/triggered SMS sends with delivery tracking and opt-out.
SMSVerified sending domains with SPF/DKIM/DMARC and reputation.
EmailReusable HTML email templates with variables.
EmailEmail sends with open/click/bounce/unsubscribe tracking.
EmailWhatsApp Business Account: number, BSP, quality rating and messaging limits.
WhatsAppApproved WhatsApp message templates (utility/marketing/auth).
WhatsAppOpt-in register for WhatsApp messaging consent.
WhatsAppRCS Business Messaging agent, brand and rich capabilities.
RCSRegistered mobile/web apps and device tokens for push.
PushPush notification campaigns with delivery/open tracking.
PushApproved-template WhatsApp broadcasts with delivery, read and reply tracking, and opt-out handling.
MessagingInbound email threads from connected mailboxes, matched to a contact and logged as activity.
One WhatsApp message — its content, its delivery receipts and its errors. The digital counterpart of Call Log.
Cross-channel index of all message templates (SMS/Email/WhatsApp/RCS/Push). The registry of message templates referenced by automation flows across the platform.
Cross-channelPer-contact channel preferences, frequency caps and quiet hours.
Cross-channelPer-message delivery receipts across channels.
Cross-channelThe conversation logic a bot follows on digital channels — the digital twin of IVR Flows. Defines the menu, the fallbacks, and above all when to hand over to a human.
A person’s identity across channels — the deduplicated record that device and contact syncs land in.
DPDP consent capture across all channels with withdrawal audit.
ComplianceSMS sender IDs (headers) and templates registered under TRAI DLT for commercial communication.
ComplianceBuild table and pivot reports on any object, group and aggregate, then schedule them to land in inboxes automatically.
Flat rows-and-columns grid — one row per record. Best for record-level auditing, raw data review, and exports.
Cross-tabulated matrix with Fields, Columns, and Rows axes. Best for management summaries and cross-dimensional comparison.
A real loop on your Omnichannel Communication data — sense, decide, act — grounded in your records and governed by default.
Transcribes calls and reads WhatsApp, SMS and email — detecting intent and sentiment.
Routes to the right agent, sets priority and picks the channel and template.
Answers, patches calls, sends the message and writes it back to the record.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
No. Cloud telephony, IVR, queues and the dialer all run in the browser — there is nothing to install or maintain on-site.
Yes. SMS runs on DLT-registered routes, WhatsApp uses the official Business API with approved templates, and a consent register tracks DPDP opt-ins across every channel.
Yes. Calls, WhatsApp, SMS, email, RCS and push are all logged against the same customer record in CRM.
Voice and messaging are billed on usage — calls, WhatsApp, SMS and email. See the pricing page for current rates.
In India. Office24by7 is DPDP compliant, with role-based access and a full audit trail on every action.
Every object and report above is live in the platform. Start free, or let us map it to how your team works.
The node categories and agents that power Communication. Explore them all in the node catalog.
