Capabilities · Products & integrations
We build one communications layer: mail and SMS. Other systems call it through an API instead of keeping their own inboxes and gateways. Inbound correspondence gets a category and lands on a case. AI analysis supports the operator — it does not take a decision the process does not hand to an automaton.
Mail and SMS
The order confirmation leaves one tool. The SMS reminder leaves another. A complaint lands in a shared inbox. The agent cannot see what the client received and what they wrote back. When volume grows, stitching history from mail, a gateway and a sheet does not add up to one picture. We first assess whether wiring the existing mail or gateway is enough, or whether a dedicated layer is needed: queue, template, log and integration.
We agree the goal and how we will measure it with you before work starts. We do not promise percentage savings without a baseline.
HTML templates with fields from the process: client, order, link, legal text. Version, preview and an audit of the change — no code drop for every footer. Send goes through a queue and the SMTP servers the company already has (domains, regions, providers). Inbound: shared mailboxes, POP3/IMAP. Failure of one channel does not stop the rest. Attachments, encryption of sensitive fields and a rate limit — where policy requires it.
The same desk handles SMS. Transaction: confirmation, status, one-time code, a reminder before a date — after an event in the system. Commercial information: a separate path, a separate consent for the channel. We do not sell a gateway and we are not an operator — we wire the platform to an API the company names after discovery. Status returns to the log: accepted, delivered, rejected, expired. A STOP reply and a short code when the gateway returns them. Character limit and encoding sit in the send layer, not in a sheet beside it.
From 10 November 2024 the Electronic Communications Law (art. 398) requires prior consent for commercial information and direct marketing — including B2B. Consent is per channel: mail separate, SMS separate. The software holds consent state, date, source and withdrawal. A commercial send does not start without a valid record. The wording of the clause and whether a given message is commercial stay with the company and its counsel. We do not replace a law firm. A transactional SMS (order status, a code) is not the same path as a promotion.
CRM, order, payment, ticket, stock — they call one platform. API contract: message type, recipient, channel, template, field data, case id. A webhook back: delivery status, client reply, AI category. Each system has its own key, limit and log. We do not copy inboxes into every application. The ticket desk takes classified mail and SMS as a new case or an attachment to one — that write-up is on the ticketing page.
Inbound mail or SMS gets a category: complaint, invoice, enquiry, spam, internal — from body, subject, sender, language and attachment. A hard rule where an error does not pass. A model on company examples where the wording is ambiguous. Then: a thread summary, extraction of dates, amounts and numbers, a suggested priority, a sentiment signal. In aggregate: which topics return, which escalate. AI does not send a financial decision. A suggested reply waits for the operator unless process and compliance enable a narrow automaton (e.g. case-receipt acknowledgement).
A mail or SMS template. The operator approves or edits. Full automation — only after a test set and the process owner's sign-off. Before a bulk run: preview, a test send, an integrator sandbox. Every AI action has a log: what was classified, what was suggested, who approved. History retention follows an agreed policy — not everything forever.
One channel and one type: either a mail confirmation with a template, a queue and an API, or one transactional SMS with delivery status. Or — when the problem is the inbox — one inbound channel, 3–5 categories and assignment to a case. A second channel, commercial consents, AI analysis or ticket wiring — a separate quote after sign-off.
Describe your business need — we will propose the right technology and the next work stages. Contact: [email protected]
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