Tell them before they call you
Outage alerts, delivery updates, renewal reminders and disruption notices across voice, WhatsApp, SMS and email. Your own systems trigger them, not a schedule.
- Start with one module
- No rip-and-replace
- Hosted in the region you choose
Illustrative interface. The volumes are sample data from a demo tenant — not a benchmark, a deliverability rate or any other performance claim. The screen shows one proactive notification run triggered by a webhook from a network event: the segmented audience, the messages sent across WhatsApp, SMS, email and voice, and the replies routed back into the universal inbox on each channel. A gate panel lists the checks that ran before the send, including do-not-call enforcement and the contact's own calling window.
The event fires. The message goes.
Your systems already know before your customers do. This is the path between the two.
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Step one
Trigger from your system
Trigger from a webhook, a schedule, or an event in your own system.
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Step two
Segment the audience
Segment the affected audience with filter rules.
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Step three
Send where they answer
Send on the channel each customer actually responds on, with send-time optimisation.
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Step four
Handle the replies
Inbound responses join the same queue as every other conversation.
What runs behind the send
A broadcast that cannot take a reply is a press release. These are the parts that make it a conversation.
Triggers for everything
Start a workflow from an inbound webhook, an email arriving, a calendar event, a schedule, a manual run, or a conversation event: lead created, call completed, conversation closed, escalation raised, CSAT submitted, budget threshold crossed. There are 50+ trigger types in all, each with its own filter conditions.
Segments and audiences
AND/OR filter rules run over demographic and behavioural signals, and CSV import detects duplicates on the way in. Results sync back to Salesforce, HubSpot, Zoho or Pipedrive idempotently.
Customer journeys
Multi-step, audience-segmented journeys with send-time optimisation and journey-level A/B testing. Onboarding sequences, renewal nudges, win-back campaigns and post-purchase follow-up are all orchestrated across whichever channel each customer actually responds on.
WhatsApp, properly
WhatsApp Business Cloud API with template management, interactive buttons and lists, media, and commerce flows including WooCommerce catalogues. Inbound replies route into the same queue as everything else, and outbound campaigns respect the same consent and DNC rules as the dialer.
The universal inbox takes the replies
Voice callbacks, WhatsApp threads, web chats and emails in one list. Filter by ownership, channel, tag, sentiment or SLA risk. Assign, transfer, collaborate with @mentions and internal notes, and use personal or team macros with personalisation tokens.
Compliance that fails closed
Do-not-call enforcement runs across national, internal and client-supplied lists, and consent is captured and verified. Calling windows follow the contact’s own timezone and local public holidays, not your office’s. The gate blocks the send rather than logging a warning after it.
What you need before you start
An event source and the audience data to segment on.
In practice
A telecom notifies subscribers in an affected area of an outage and gives an expected restoration time. The contact spike that would have followed never comes.
You’ll need
- An event source. A webhook from your own system, a schedule, or any of 50+ trigger types already in the platform.
- The audience data to segment on. Whatever the filter rules need — demographic signals, behavioural signals, or a CSV with duplicate detection.
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Customer story
A named customer story replaces this block once the quote and the figure are approved in writing. Until then the scenario above stays unnamed and generic, and no deflection figure appears on this page.
A send is a regulated act
50+ trigger types
A trigger can be a webhook, an email, a calendar event, a schedule, a conversation event or a manual run, and each one carries its own filter conditions.
100+ workflow nodes
Across logic, data, communication, chat, CRM, ITSM, ERP and connectors, with 68 CRM workflow nodes among them.
Consent enforced before the send
DNC lists, consent capture and calling windows enforced by the contact’s own timezone. The gate blocks the send rather than logging a warning after it.
HMAC-signed webhooks
Signed outbound webhooks with automatic retries, delivery logs and a dead-letter queue, so a failed delivery is visible rather than silent.
The capabilities behind it
Each of these is a product surface with its own page, not a bullet on this one.
Workflow triggers
50+ trigger types: webhook, email, calendar, schedule, conversation event or manual, each with its own filter conditions. AutomationJourneys
Multi-step, audience-segmented journeys with send-time optimisation and journey-level A/B testing. AutomationMulti-channel send
Voice, SMS and WhatsApp sends with inbound reply handling, plus email. The send goes out on the channel each customer actually responds on. OutboundUniversal inbox
Every reply lands in one list, filterable by ownership, channel, tag, sentiment or SLA risk, with assignment and internal notes. OmnichannelSpecification
Every figure on this page is a platform figure, not a customer outcome.
| Triggers | 50+ types: webhook, email, calendar, schedule, conversation event, manual |
|---|---|
| Nodes | 100+ across logic, data, communication, chat, CRM, ITSM, ERP and connectors |
| Segments | AND/OR filter rules over demographic and behavioural signals |
| Journeys | Multi-step, segmented, send-time optimised, A/B testable |
| Channels | Voice, SMS and WhatsApp campaigns with inbound reply handling, plus email |
| Business Cloud API templates, interactive buttons and lists, media | |
| Compliance | DNC lists, consent capture, two-party-consent announcements, calling windows |
| Webhooks | HMAC-signed, retried, with delivery logs and dead-letter queue |
| Reply handling | Inbound replies route into the universal inbox alongside every other channel |
Related use cases
After-hours & overflow
Cover the hours you don’t staff, and take the replies that arrive overnight. Read the use caseWhatsApp customer service
Serve customers where they already message, with the same agent and the same knowledge. Read the use caseAppointment booking
Booked against real availability, reminded automatically. Read the use caseThe platform underneath
Everything on this page is the OptiML CX Platform configured for Proactive notifications, not a separate product. These are the modules it leans on.
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We will ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
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