Core Concepts
Understanding core CRM concepts is essential before configuring messaging gateways or launching broadcast campaigns. These concepts explain how customer interactions across multiple channels unify into a single customer profile and how AI insights drive automated retention.
Omnichannel Customer Lifecycle & Routing Flow
Customer support tickets and automated marketing journeys follow a unified 5-step lifecycle pipeline:
| Step | Milestone | Business Purpose | Applet Used |
|---|---|---|---|
| 1 | Inquiry Capture | Multi-channel message received via WhatsApp, Live Chat, or Email | Unified Contact Center UCC Applet |
| 2 | Unified Routing | Ticket assigned to available support agent based on skills and workload | Unified Contact Center UCC Applet |
| 3 | Agent Resolution | Support agent views full customer order history and resolves inquiry | Unified Contact Center UCC Applet |
| 4 | AI Sentiment Log | Natural Language Processing scores satisfaction and updates RFM profile | AI Customer Analytics Applet |
| 5 | Drip Nurture | Automated follow-up voucher sequence or feedback campaign triggered | Engagement Applet |
What to Read Next
- Configuration — Set up UCC messaging gateways, engagement campaigns, and event pages.
- Use Cases — Review reference architectures for omnichannel contact centers, lead nurturing, and events.