Omnichannel Customer Service

Resolve customer inquiries across messaging and email in one workspace

Manage inbound conversations across WhatsApp, Apple Messages for Business, SMS, RCS, and Email Mailboxes in Bird, combining automated triage with live agent handoff.

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Omnichannel Customer Service

Shared support inboxes, conversational AI, and automated workflows

Multi-channel Conversations inbox. Receive and reply to customer threads from WhatsApp Business, Apple Messages for Business, SMS, RCS, and Email in Conversations with full message and attachment history.

Automated triage in Automations. Trigger visual workflows from inbound messages to answer common questions, look up order status via webhook, or collect account details before routing to an agent.

AI agent handoff with context. Let conversational AI handle routine requests across messaging and quote-stripped email mailboxes, then transfer complex cases to human agents with the full transcript.

Interactive rich messaging. Send WhatsApp interactive flows, Apple Messages list pickers and time pickers, and RCS action buttons so customers can reschedule or confirm details inside the thread.

Shared contact profile and history. View the customer's phone number, email address, external ID, custom attributes, and past delivery receipts alongside their active support conversation.

REST APIs, webhooks, and Bird MCP. Connect support workflows to your order, billing, or ticketing backend using signed webhooks, the REST API, the Bird CLI, and the Bird MCP server.

Frequently Asked Questions

How does Bird bring customer support channels together?

Inbound messages from WhatsApp, Apple Messages for Business, SMS, RCS, and Email route into Conversations and associate with a shared contact profile, so agents see prior messages and customer attributes in one thread view.

Can we automate routine support inquiries before an agent steps in?

Yes. You can trigger workflows in Automations when a message arrives, branch on keywords or contact attributes, call your backend via HTTP webhooks to check order or account status, and escalate to an agent inbox when human help is needed.

How do AI agents work alongside human support teams?

AI agents can converse with customers on WhatsApp and Apple Messages or handle inbound emails in dedicated quote-stripped mailboxes, then hand off the conversation to a team queue with full history.

How do we connect Bird to our existing backend or ticketing system?

Use signed webhooks to stream inbound messages and conversation events to your backend, call external HTTP endpoints from workflow steps, and update contacts or send replies through the REST API, official SDKs, CLI, or MCP server.

Can we use templates for consistent agent and automated replies?

Yes. You can manage reusable Email, SMS, and WhatsApp templates with up to 25 language variants and dynamic template variables so automated workflows and support follow-ups stay accurate across locales.

How are customer opt-outs and privacy preferences handled?

Contact records track per-channel opt-in status, and Bird enforces email unsubscribes, hard bounces, spam complaints, and SMS STOP replies per channel.

Put it into practice.

Continue with the documentation, guides and examples for this topic.

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