One omnichannel inbox for SMS, WhatsApp and Viber
Dexatel Conversations brings customer replies from SMS, WhatsApp and Viber into one inbox. Assign each conversation to an agent, read the thread before you answer, and give every user only the access their job needs. One place to work instead of three apps and three logins.
What you get with Dexatel Conversations
Conversations is the Inbox inside Dexatel Engage. Customer replies from SMS, WhatsApp and Viber arrive in one place, each conversation gets an owner, and every agent sees only what their permissions allow.
When a customer answers your SMS, WhatsApp or Viber message, the reply lands in Conversations. Each channel is its own conversation, so agents always know where they are replying. No switching apps, no second login per channel.
Assign a conversation to an agent so it's clear who is answering. Filter by Assigned to me, Unassigned or Other to see your own queue, pick up what nobody has taken, or check what the rest of the team is handling. Hand a conversation to someone else when it needs different expertise.
Narrow the inbox by time period, channel, assignee or sender. An agent coming back to a conversation can get to it without scrolling through everything the team has handled since.
The account owner decides what each user can reach, area by area, with view, add, edit and delete set separately. A support agent and an account admin do not get the same access.
Run several brands, markets or departments as separate subaccounts. Each one has its own balance, contacts and analytics, so nothing crosses between them.
Send through the Dexatel REST API from your own systems, and let your team answer the replies in the inbox. Delivery statuses and incoming text messages come back to your endpoint over signed webhooks. Agent assignment and the inbox itself live in the dashboard.
How teams manage customer conversations with Dexatel
Dexatel Conversations gives support and sales teams a team inbox for SMS, WhatsApp and Viber. Assigned conversations make responsibility clear, shared history lets a colleague pick up an enquiry with context, and permissions control who can reach what.
Manage SMS, WhatsApp and Viber conversations with Dexatel
Conversations covers three channels. Each one has its own rules about who can reply and when. Here is what that means for your team.
Get started with Dexatel Conversations
Connect Dexatel Conversations to your CRM and applications
Send from your own systems, get the replies back as events, and let your team answer in the inbox. Here is what the API and webhooks cover.
Don't take our word for it
Dexatel Conversations pricing
You pay for the messages you send. There are no seat licences in Conversations and no subscription for the inbox itself.
| What you pay for | How it's charged |
|---|---|
SMS | From $0.013 (Colombia) per segment |
WhatsApp | Free for service conversations |
Viber | From $0.0029 (Nepal) per message |
Security and reliability at Dexatel
Secure business messaging means knowing where your customer conversations live, who can open them and what happens to them afterwards.
Encrypted in transit and at rest
Messages are encrypted travelling between your systems, Dexatel and the messaging channels, and conversation data is encrypted where it is stored. Nobody in between reads what your customers send, and a copy of the database is not a copy of their messages.
Access set per user and per brand
The account owner grants access area by area, with view, add, edit and delete set separately for each user. Run several brands or departments as separate subaccounts, each with its own balance, contacts and analytics, so nothing crosses between them.
ISO/IEC 27001:2022 certified
Dexatel holds ISO/IEC 27001:2022 certification, recorded on IAF CertSearch. An external auditor checked the security management system itself, not just our description of it, and the certification is re-examined rather than granted once.
GDPR and data protection
Dexatel is GDPR compliant, runs on AWS and currently hosts data in the EU. Regional hosting can be arranged as part of an enterprise agreement, so a team with its own residency requirements has somewhere to start the conversation.
Stored for as long as you need it
Conversation history has no expiry date, so a thread from last year reads the same as one from this morning. Finished conversations can be hidden from view for the whole team, which clears the inbox without removing the record behind it.
Direct connections and measured uptime
Dexatel connects directly to mobile operators, and is an official Viber partner and a Meta Tech Provider. The platform has averaged 99.95% uptime over the last twelve months, shown live at status.dexatel.com, so you can check the current state rather than take the number on trust.
Got questions? We've got answers
What is the difference between an omnichannel inbox and a cloud contact centre?
An omnichannel inbox brings messaging channels into one place for agents to read and answer. Dexatel Conversations covers SMS, WhatsApp and Viber, with assignment and per-user permissions. A cloud contact centre adds voice queues, call routing and workforce management, which Conversations does not include.
Does one customer appear as a single conversation across channels?
No. Conversations are split by channel, so a customer who writes on SMS and on WhatsApp appears as two separate conversations. Each one keeps its own history, and each can be assigned to a different agent.
Who can start a conversation in the inbox?
The customer does. A conversation opens when someone writes to you, so to reach a customer first you send through Campaigns or Send Message, and their reply opens the thread in the inbox. A conversation is treated as inactive if the customer does not reply within 24 hours, and you restart it with an approved template.
Can Dexatel Conversations replace a ticketing system?
Conversations organises customer messages, not support tickets. Each conversation is assigned to an agent and keeps its history, so a colleague can pick it up with context. Teams that need ticket numbers, status workflows and formal escalation paths should keep their ticketing system and connect it through the API and webhooks.
Can agents add private notes that customers cannot see?
No. Dexatel Conversations does not have private internal notes. Agents share context through the conversation history, which shows everything already said on that thread.
How does the team inbox stop two agents replying to the same customer?
Assignment gives each conversation one owner, and the assignee filter shows what is assigned to you, what is unassigned and what the rest of the team is handling. That makes responsibility clear, though it does not technically block a second agent from replying.
What happens to assigned conversations when an agent's shift ends?
The conversation stays assigned until someone changes it. Hand it to the next agent and the full thread goes with it, so the person taking over reads the exchange before answering.
What can agents send on each channel?
SMS carries text only. On WhatsApp and Viber, agents send images, video and documents as well as text, and can use existing templates on all three channels.
How many users can we add, and what does each one cost?
There is no charge for adding users to a Dexatel account, and no per-seat licence. Charges come from messages sent, sender fees and number purchases. The account owner sets what each user can reach, area by area, with view, add, edit and delete controlled separately.
How long are conversations stored, and can we delete them?
Conversation history has no expiry date. Finished conversations can be hidden from view for the whole team, which keeps them out of the inbox without removing the record.
Which CRM integrations sync incoming replies and conversation history?
Dexatel integrates with Zapier, Pipedrive, Customer.io, SAP Emarsys. To sync replies into a CRM record, use the REST API with webhooks: Dexatel posts incoming messages and delivery statuses to your endpoint, and your application matches them to the right record.
Can agents use Dexatel Conversations from a mobile phone?
Dexatel Conversations runs in the web app on any browser. There is no separate mobile agent application.
Can I import existing conversations from another platform?
Contacts can be imported by CSV, up to 100,000 records per file, by manual entry or through the API. Conversation history from another platform cannot be imported.
What happens to incoming messages outside business hours?
Messages arrive in the inbox and wait as unassigned conversations until an agent picks them up. Nothing expires overnight, and the thread stays intact with the customer's message at the top.
How are customer opt-outs handled across SMS, WhatsApp and Viber?
Dexatel keeps an opt-out list per account. Add numbers that should not be contacted the same way you import contacts. Keeping a record of consent for each channel remains the sender's responsibility.
