Messaging sync: every conversation on the right record

Messaging apps are the main support channel for a lot of customers, but a message outside your system may as well not exist.

Matching on a normalised phone number

Stored numbers are normalised to E.164 before matching, so a local format and an international one still land on the same record.

When it cannot be matched

The message drops into an assignment queue with the three closest records by display name, so an agent can pick one quickly.