Before you start
Dotdigital Marketing’s Chat feature supports webchat, SMS, and WhatsApp.
The Chat channels available to you depend on your account package. Contact your Customer Success representative to discuss.
Webchat
To use webchat, you must add a chat widget to a webpage, either on your own site, or a page built with our Surveys, pages, and forms feature.
Visitors to the site or page can then use this widget to start a conversation with your team. You can view and reply to these messages directly in the Chat area of Dotdigital Marketing.
Learn more
SMS
Before you start
For SMS chat, you must:
have SMS enabled on your account.
have a dedicated numeric sender ID. Alphanumeric sender IDs and shared short codes are not supported for SMS chat.
Accounts with SMS enabled can use the Chat area to manage and reply to SMS enquiries from customers.
This allows you to use SMS messaging as a conversational channel to support more seamless and responsive messaging.
Learn more
WhatsApp offers a platform for real-time engagement, enabling instant communication between businesses and their customers.
All inbound WhatsApp messages are displayed in Dotdigital Chat. When a contact replies or starts a chat, a 24-hour service window opens, during which you can reply to them. After the window closes, you can only send templated messages.
Replies are charged by Meta, and the cost is added to your invoice or deducted from your wallet balance.