One Agentic AI Agent layer across every channel & touchpoint.
Instead of one bot per channel, Agentic AI Agent lives inside a single governed layer that plugs into WhatsApp, web, email, voice, SMS, social DMs and in-store touchpoints. Same logic, same guardrails, different “front doors”.
Customers should feel one brand, not six different bots. Channels change — Agentic AI Agent and governance don’t have to.
Where Agentic AI Agent shows up first for customers & staff.
These six tiles cover the most common channels and touchpoints. Under the hood it’s the same governed Agentic AI Agent — just wearing different “faces” to match how people already talk to your business.
WhatsApp & mobile messaging
The everyday front door for customers in retail, services and B2B.
- Use-cases: lead capture, order updates, support, collections, NPS.
- Shape: WhatsApp-first journeys with branded templates and safe handover to humans.
- Why Agentic AI Agent: one logic layer powering flows across all numbers & brands.
Web chat & in-app widgets
Live on your site or app, picking up where ads, search and campaigns leave off.
- Use-cases: product questions, onboarding, account support, guided sales.
- Shape: modern chat widgets that share brains with WhatsApp and contact centre bots.
- Why Agentic AI Agent: web sessions become proper records, not anonymous chats.
Email, forms & service queues
High-friction channels where backlog and SLAs often live.
- Use-cases: support tickets, complaints, sales enquiries, quote requests.
- Shape: Agentic AI Agent triage, summarise and respond — with humans in the loop.
- Why Agentic AI Agent: consistent tone, better routing and clean evidence for audits.
Voice, IVR & contact centres
Phone journeys that finally share DNA with your digital channels.
- Use-cases: inbound reception, FAQs, payments, status checks, post-call follow-ups.
- Shape: AI callers and agent copilots reading from the same playbooks as chat.
- Why Agentic AI Agent: transcripts, intents and outcomes flow into one audit trail.
In-store & on-site touchpoints
Physical journeys tied back to digital context and records.
- Use-cases: kiosks, QR codes, Click & Collect, field visits, trade counters.
- Shape: simple prompts and screens backed by the same digital layer.
- Why Agentic AI Agent: staff see one view of the customer regardless of entry point.
Social & partner channels
Places you don’t fully control, but still need governance and evidence.
- Use-cases: DMs, lead forms, partner portals, embedded journeys in other apps.
- Shape: Agentic AI Agent listens for events and responds via approved surfaces.
- Why Agentic AI Agent: brand-safe, POPIA / GDPR-aware behaviour even off-domain.
Cross-channel behaviour
From first hello to handover to follow-up across channels.
Channels shouldn’t be silos. Agentic AI Agent reads, reasons and acts across surfaces — keeping one thread of context from ad click to WhatsApp, web, email, voice and in-store.
- Capture interest on web chat or landing pages with a light, brand-safe welcome.
- Offer to continue on WhatsApp for easier back-and-forth and rich media.
- Hand hot prospects to humans with full context, not a blank chat window.
Fewer dropped leads and a cleaner handover between marketing, sales and service.
- Listen to call intent and outcome via AI reception or agent copilots.
- Send a short summary, links or next steps via SMS, email or WhatsApp.
- Log everything into CRM with evidence for QA, POPIA / GDPR and training.
Shorter calls, fewer “what did we promise?” moments and better audit trails.
- Use kiosks, QR codes or staff tablets to connect visits to digital records.
- Trigger thank-you, warranty and follow-up journeys via preferred channels.
- Feed store visits back into one view of the customer across online & offline.
Physical moments become the start of governed, long-term digital relationships.
- Pick up leads and enquiries from partner tools and social platforms.
- Route them into owned channels with clear consent and expectations.
- Keep one conversation thread, even if the entry point changes over time.
Cleaner records, less double-handling and channel-agnostic insight into value.
One live channel map instead of six disconnected dashboards.
Under the hood, Agentic AI Agent constantly syncs events from all channels into a single “who is talking to us, about what, and where” map. CX, contact centre and compliance teams see the same live view, instead of stitching it together from screenshots.
Regulation, POPIA, GDPR & brand safety
One governance layer, whatever channel customers choose.
Channel-agnostic consent & evidence
We assume POPIA, GDPR, marketing consent and brand tone from day one — across every surface.
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Consent-aware everywhere
Opt-ins, purposes and “do not contact” rules enforced across WhatsApp, web, voice, email and more. -
Data minimisation per channel
Only channel-appropriate data processed, with sensitive details redacted or masked where needed. -
Unified transcripts & logs
What was said, shown or promised captured in one place, not scattered across tools and screenshots.
Uses most teams don’t expect from a channel map
Scroll here to see some surprising ways clients use the “where Agentic AI Agent lives” view.
Where channels plug into your stack
From front doors to brains to systems & evidence.
Channels are just the front doors. Agentic AI Agent sits between those doors and your CRMs, ERPs, contact centre tools and data warehouses — orchestrating work across them without forcing a rip-and-replace.
FAQ
Questions teams usually ask about channels & touchpoints.
A quick set of answers for CX, contact centre, marketing, IT and legal teams when they first design where Agentic AI Agent will live.
No. Agentic AI Agent is designed to sit over your existing channels and platforms. We integrate with your current WhatsApp providers, web chat, telephony and email tools, then normalise events into a single layer rather than forcing a big-bang migration.
Yes. Most clients start with one or two high-value channels — often WhatsApp plus web chat — and then extend the same Agentic AI Agent layer to email, voice and in-store once they’re comfortable with governance and impact.
Every interaction — messages, forms, calls, kiosk flows — is logged back into a central audit layer with timestamps, legal basis and outcomes. That makes POPIA / GDPR responses, QA reviews and training far simpler than stitching together multiple systems.
Agentic AI Agent is designed to support, not replace, humans. It pushes context and next-best actions into the tools your agents and staff already use, and makes it obvious when a human should step in versus when automation is enough.
Next step
Bring us your channels map. We’ll show you where Agentic AI Agent should live.
Share your current channels — WhatsApp numbers, web chat, call centre flows, email queues, in-store touchpoints. We’ll propose a phased rollout of Agentic AI Agent across them, with clear guardrails, metrics and ownership.
Prefer a document first? We can send a short channels & touchpoints playbook summarising options, risks and quick wins for your specific stack.