Channel Expansion
Breeze Customer Agent now supports 9 channels — the original chat/email/Messenger plus SMS, Instagram, Telegram, LINE, WhatsApp, and Slack via the Custom Channels API. Context persists across channel switches.
Why It Matters
Customers don’t think in channels. They message where they happen to be. An agent that answers on Instagram but not WhatsApp is obviously broken. Full channel coverage makes the agent feel like one entity.
Channel Nuances
Each channel has quirks — SMS is text-only, Instagram has image-heavy DMs, WhatsApp has template messaging rules. One agent logic, channel-specific response adaptation. Test each channel independently.
Measurement
Channel mix by resolution rate, handle time, satisfaction. Some channels (WhatsApp) tend to be messier conversations; others (SMS) are transactional. Expect different outcomes per channel even for the same intent.