Messaging 2.0

Assumptions Today

Single Conversation

Persistence of Messages

AppMakers don't need identities

One AppMakers

Use case is business to consumer only

Users are scoped to Apps

Channel linking merges conversations

User is active on multiple channels simultaneously

Every message is always replicated to every webhook endpoint that has subscribed to the relevant event

No application-specific constructs

Anonymous users are logged in users waiting to happen

Only one kind or type of user

Businesses only speak to one customer at a time

Smooch is not the primary user directory

Smooch is the sole communications interface, you have no other channel or method of getting to your customer

All messages are visible and persistent, they essentially have one type

One instance of a channel per app

Users typically reach out first

Multiple Conversations

Multi-User Conversations

Persistence

On Smooch

Customer Managed

No Persistence

Bring your own Messaging Channel

Bring your own SDKs

Multiple Instance of the same Channel Type per App

Co-exist with other systems that directly access a conversation