SMS Messaging

Esendex sends and receives SMS through a single account, which a Beam agent can use to reach a customer about something already in the system, like an appointment or a delivery update. The agent reads the record that triggers the message, such as a booking or an order line, applies the approved template and timing, and sends the SMS through Esendex, noting the outcome against the record. Replies come back into the same thread for a person to see. Messages that need a judgment call, like a customer asking a question rather than confirming a time, get routed to a person to answer.

Voice Notifications

Esendex also supports voice calls and automated voice messages alongside SMS, useful when a message needs to reach someone who may not read a text in time. A Beam agent triggers a voice notification from a record that meets an approved condition, such as a payment due date or a service disruption, and Esendex places the call. The agent notes whether the call connected or went to voicemail and updates the record accordingly. Calls that need a live conversation, rather than a one-way message, get routed to a person to place instead.

Multichannel Delivery

Esendex can route a message across SMS, voice, or web channels depending on which one a contact is reachable on, rather than committing to a single channel for every message. A Beam agent reads the contact's stored channel preference or fallback rule, applies it when a notification is due, and sends through whichever channel the rule specifies, noting which channel was used. If a message fails on the first channel, the agent can retry through an approved alternate channel. Contacts with no clear channel preference, or repeated delivery failures, get routed to a person to resolve.