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Unified communications
Connected operations
Bring email, SMS, WhatsApp and shared messages into the relevant contact and account record so every response starts with the right context.
Part of Communications & Integrations
Bring email, SMS, WhatsApp and shared conversations into the relevant contact and account history.
01
Less context lost between channels
02
Fewer manual transfers between systems
03
Governed integration ownership and visibility
What it covers
PilotOS brings the workflow, context and management visibility together. Teams spend less time reconstructing what happened and more time moving the work forward.
01
Channel-specific and unified conversation views
02
Contact, lead and merchant association
03
Assignment, unread and response ownership
04
Templates, attachments and internal context
Built for day-to-day operations
Keep unified communications activity connected to the merchant, partner and commercial records your teams already use.
Assign every action, review and exception to a named person or team, with priorities and due dates visible.
Apply permissions, approvals and escalation rules wherever commercial or operational authority matters.
Move from summary measures into the underlying records, decisions and activity without rebuilding the story manually.
From design to operation
Discover
Understand the current unified communications process, its systems, owners and points of friction.
Configure
Set the data, workflow, permissions, communications and management controls around agreed requirements.
Validate
Run real operating scenarios with the people who own the process and resolve exceptions before rollout.
Review
Measure adoption and outcomes, then refine the operation as volumes, products and responsibilities change.
Designed for
Operations teams
Integration owners
Customer-facing teams
Each team sees the information and actions relevant to its responsibility, while management retains one view of performance and control.
Frequently asked questions
Yes. PilotOS is configured around your stages, responsibilities, terminology and controls. The objective is to improve the operating model without forcing teams into an unfamiliar generic process.
Yes. Unified communications works with the same merchant, partner, communication and reporting records used across communications & integrations and the wider platform.
Role-based permissions, tenant boundaries and approval rights determine what each user can see and do. Material activity is retained in the operational history.
We start with the highest-value unified communications journey, agree the data and controls it needs, then configure and validate it with the people responsible for the process.
Also in Communications & Integrations
We will review the current process, identify the most valuable improvements and demonstrate the relevant PilotOS workflow using your priorities.