Glossary
Two-Way Messaging
Two-way messaging enables both the business and the customer to send and receive messages on the same channel, creating real conversations rather than one-way broadcasts.
Why Two-Way Matters
One-way messaging (do-not-reply emails, broadcast-only SMS) feels impersonal and frustrating. Two-way messaging invites engagement, builds trust, and makes customers feel heard. It also generates valuable data about customer intent and sentiment.
Two-Way Channel Capabilities
- SMS: Customers reply directly to messages
- WhatsApp: Rich media conversations
- Facebook/Instagram: DM-based interactions
- Web Chat: Real-time website conversations
- Email: Reply-enabled campaigns
AI + Two-Way Messaging
AI agents can handle two-way conversations at scale — responding to customer replies instantly, answering questions, booking appointments, and escalating to humans when needed.
See these concepts in action
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