Omnichannel Coordination
One conversation across every channel. Coordination decides which channel reaches each contact, in what order and how often — respecting preference and consent — while Drip runs the sequences themselves.
Overview
Running email, SMS, WhatsApp, RCS, voice and push separately means the same customer gets three messages on three channels, or none. Coordination fixes the layer above the sequence.
It picks the best channel per contact, falls back when one is unavailable, caps frequency, honours preference and consent, and keeps a single, consistent conversation on one record. For the timed sequences that ride on top of it, see Drip.
Explore Customer Relationship Management →- ✓ Best-channel selection per contact
- ✓ Automatic channel fallback
- ✓ Preference centre & consent sync
- ✓ Frequency capping across channels
- ✓ One consistent conversation
- ✓ Cross-channel journey analytics
Everything Omnichannel Coordination gives you
Best-channel selection
Reach each contact on the channel they actually respond to, not the same one for everyone.
Channel fallback
If the preferred channel is unavailable or unread, the message steps to the next automatically.
Preference & consent
A preference centre and consent sync mean nothing sends on a channel the contact has not allowed.
Frequency capping
Global limits stop a contact being hit too often across channels combined.
One conversation
Every channel writes to one thread on the record, so the customer feels one brand, not many.
Cross-channel analytics
See reach, response and fatigue across all channels together, not siloed per tool.
Live in four steps
Set preferences & consent
Capture channel preference and opt-in per contact.
Coordinate the mix
Rules pick channel, order and frequency for each person.
Deliver with fallback
Messages send on the best channel, stepping down if needed.
Measure & tune
Cross-channel analytics show what to adjust.
How the agent works with Omnichannel Coordination
The Flow-Cognition Agent runs a real loop on your data — grounded in your records, governed and logged.
Sense
Reads each contact preference, consent and channel history.
Decide
Decides the best channel, order and frequency for the next message.
Act
Coordinates delivery with fallback — every choice logged and governed.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
Where teams put it to work
Coordinated campaigns
A launch reaches everyone once, on their best channel, without overlap or spam.
Lifecycle messaging
Onboarding and renewal messages pick the right channel per person automatically.
Consent-safe outreach
Preference and frequency rules keep high-volume messaging compliant and welcome.
Questions, answered
Drip builds the timed sequence; Omnichannel Coordination decides which channel each step uses, in what order and how often, respecting consent.
Email, SMS, WhatsApp, RCS, voice and push — chosen per contact with automatic fallback.
A preference centre and consent sync gate every channel, so nothing sends without permission.
Yes. Frequency capping applies across all channels combined, not per tool.
Cross-channel analytics show reach, response and fatigue across every channel together.
The payoff
Reach, not spam
Each contact hears from you once, on the channel they actually respond to.
Consent kept by default
Preference and consent gate every send, so outreach stays welcome and compliant.
No channel silos
One thread per contact across email, SMS, WhatsApp, RCS, voice and push.
Spend that works harder
Fallback and frequency caps cut wasted sends and message fatigue.
Related capabilities
Drip Automation
Builds the timed sequences themselves — the steps and delays that Coordination then routes to the right channel.
Marketing Automation
Trigger journeys from behaviour and lifecycle stage, with Coordination deciding how each message reaches the contact.
One of the channels Coordination can select, fall back to or cap — on the same consistent conversation.
See Omnichannel Coordination in your workflow
Start free, or get a guided walkthrough with our team — on the one platform that runs Customer Relationship Management and your whole business.