Product Capabilities

Sequence any open AI technologies and operate over any channel to support conversational experiences with best practices built-in.

Capabilities By Domain

Differentiated capability not commonly available in the market

Native Voice Stack Capabilities

Automated Speech Recognition (ASR) Speech recognition enabled with Natural Language Understanding (NLU) to support natural conversations with users.
  • Out-of-the-box understanding over voice UIs (IVR, Voice Assistants, etc.) 
  • Handles accents, slang terms and sentence structured responses with non programmed vocabulary
  • Custom ASR training
  • Active Training (self learning)
Interspeech Timeouts Inter-speech timeouts are the pauses between words or phrases in speech. The length of these pauses allow your chosen speech to text (STT) engines or your voice engine to determine when a customer is done speaking (or when they complete a thought) and to process results.
  • In order to create a great voice experience, you need granular control of inter-speech timeout by phrase so that you can design for the context of the question. 
  • Fine tune UX with a combination of STT options and direct voice platform control.
Contextual Hinting for Speech Recognition - Tokenization: allows for fine tuning of STT by setting pre-built tokens or creating custom tokens - Boosters: speed up STT with common terminology for your organization. - Live streaming (instead of batch streaming): most STT stream inputs in batches, but we support live streaming so that we can identify intents and entities, and change direction on the fly.
  • Use of tokens has allowed for better tuning to recognize specific entities (phone number, CC number, etc.)
Text-to-speech (TTS) Create natural, high-quality custom voice prompts to use throughout interactions. Choose from 150+ languages, and dozens of voice options.
  • Life-like IVR experiences
  • Iterate and change quickly
  • Human sounding voices
  • Test prompts as you write them in the builder
  • Change voicemail to text to automate responses quicker
TTS Cache Management Complex caching and lazy loading for TTS models that have high latency.
  • Reduces latency
No code access to Speech Synthesis Markup Language (SSML) Control the speed, pitch, inflection, pronunciation, and add pauses to voice prompts. Test prompts as you write them in the builder.
  • Make robo voices more human sounding 
  • Customize the pronunciation for products more natural
⭐ Accents and Dialects Advanced acoustic models and language models to account for voice variation across nationalities, regions, and dialects.
  • Global inclusion
  • Meet your customers where they are for more personal experiences
  • Customize outbound campaigns to match local areas
Handle Background Noise Our acoustic models are also trained to perform in a variety of scenarios—including in severely noisy environments.
  • Keep high quality of response regardless of background noise
  • Lower customer frustration with lower unknown responses based on noise
Barge In Control for voice or DTMF is an user has to listen to a prompt before there is interaction.
  • Force people to listen to the full prompt before allowing to choose an option
  • Control what type of barge in is allowed - voice or text
Ditto - Real time and post call analysis Support for monitoring events live and taking action in real time during calls
  • Have a bot take notes, create action items, and follow up with team members
Voice Biometrics Use a person’s voice as a uniquely identifying biological characteristic for authentication.
  • Multi-factor authentication
  • Advanced privacy and security 
  • Simplified customer experience to interact with your systems
Call Authentication Detect fraudulent calls and identify phone numbers (mobile, landline, etc.)
  • Ability for unique call path based on number type
  • Save money by blocking fraudulent or robo-calls to your business
  • Provide staff with caller ID to help with privacy validation
Inbound Calling Create self-serve IVR portals. 
  • Allow local numbers for distributed franchises, stores or dealerships
  • Allow for corporate management of brand while allowing individual stores autonomy
  • Use of local, toll-free or short code numbers
⭐ Visual IVR Visuals to supplement IVR experiences. This can be done over web chat, mobile apps, or SMS.
  • Simplify complex experiences leading to enhance customer experiences
  • Allow multiple channels to be used together on the same user experience
  • Form submission (collecting numbers, spelling names, etc.)
AI Powered IVR Use customer data, contextual history, and advanced technologies together to create exceptional experiences.
  • Allows for faster call resolution
  • A/B testing for highest efficiencies through the IVR and default to winning test
  • Lowered requirements for customer data on every call
Telephony: Routing and Networking
Outbound Calling Single calls, bulk outreach, and scheduled campaigns with IVR calls.
  • Schedule campaigns for bulk outreach 
  • Schedule campaigns for single calls based on event
⭐ Public/ Private Routing We can transfer internally or externally using the PSTN or SIP (including SIP Refer) since we have a full telephony stack. We also have our own SBCS.
  • Provides options to route calls or messaging over the public internet or a more secure private network
  • Reduce costs by removing  3rd party provider
Integrations with Providers Natively integrate with our customer's existing telephony stack using private networking, high quality codecs, and cheaper rates. Traffic can be passed via SIP refer, SIP transfer, or PSTN transfer.
  • Autonomy with providers to provide best of breed services of capability, performance, quality and cost
  • Reduce costs by allowing different providers based on priority of campaign
  • Provider network pre-integrated to allow most flexibility
⭐ Provider Relationships We have direct carrier relationships so we can provide PSTN connectivity out of the box.
  • Create carrier quality voice applications with direct access to carrier networks which ensure the best quality and low cost solutions.
Phone number Management Buy, manage, and oversee phone numbers easily. Choose from International/domestic numbers, Long code/DID, Short code, Toll free number, and have the option for number pooling.
  • Add/remove numbers on demand
  • Chose number type based on use case - local, toll-free, international, etc
  • Use number pooling to use local numbers based on location
Call Recording Record calls or parts of calls. 
  • Use for quality of call or content of overall call experience
  • Use for compliance needs
Call Transcriptions Turn voice into text.
  • Use transcriptions for voicemail to decrease time to respond
  • Allow any conversation or message to be turned into text so automation can interact directly without human interaction
  • Create documentation or forms through voice response
Voicemail Capture voicemails
  • Record messages to be sent to other departments for response
  • Allow priority calls to hit a live answer quicker by triaging lower priority call types to voicemail
Call Analytics Monitor deliverability, errors, performance, call flow, percent of calls per flow, mobile vs landline recognition, CallerID lookup, call traffic, and outcomes.
  • Bring insight into how your customers are using your systems
  • See where your customers might be getting stuck in your call flows
  • Provide insight into the call volume for certain experiences to correct internal processes
Connect with HiTL systems See full feature breakdown under Human-in-the-loop.
  • Allow options to send calls to automation, voicemail or live agents to answer


State Machine Allows users to share any session variables and conversational context across channels and time (makes omnichannel, multimodal and contextual awareness feasible).
  • Create true Omni-Channel experiences
  • Create better customer experiences by being able to see all of the conversations the customer has had with your business regardless of channel
Global Variables Variables like conversation history, customer history, session
  • Variables like conversation history, customer history, session
⭐ Deep Native Integrations Native functionality across all channels, with best practices for each channel built into our low / no code GUI designer. This is a major differentiator when compared to other platforms that don't have native integrations (e.g. rely on a third party 'voice gateway') or have basic integrations that don't allow for channel-specific functionality (utilizing buttons, noting character limits, allowing file/document sending, etc.).
  • Ensure best of breed channel support
  • Tracking data across channels for a single conversation regardless of which channel the conversations changes to
  • Provide a channel specific experience using that channel's specific strengths
⭐ Experiences over any channel interacting simultaneously Create omnichannel experiences by allowing any channels to interact with a customer simultaneously, automatically updating and knowing what is happening (actions taken, data collected, place in conversation) in the other channels.
  • Create experiences that allow customers who call in via phone to receive links or content via SMS at the same time for easier customer interactions
  • Allow for sending your customer fraud charge examples in SMS to review while you still have them on the phone call
  • Phone and web

Rich Web Chat

Disposable App with TLS Encryption Lasts for a small amount of time and then disappears. Secure webpage conversation without the same limitations from the providers/carriers (like SMS).
  • Send information securely such as documents, location, payment, etc.
  • Send a link to enter private information which no longer exists after submission
  • Provides extra security while still utilizing high impact channels like SMS
RWC Specific Analytics
Create custom analytics cards with automatically collected information like: Browser info, Fingerprint knowledge, Location, IP address, Bread Crumbs - path they followed, What was achieved within the site, Session times, Response times, etc
  • Capture data to understand user behavior and identify areas of improvement in your solution
  • Iterate solution to create ideal engagement with your user based on data collected
⭐ Brandable look and feel of chat Use prebuilt options to customize how the chat looks on the webpage, font and headings, upload an avatar, and adjust message or typing bubbles. For even further customization needs, use custom javascript/CSS.
  • Branded chat to match your own brand
  • Customized look and feel per use case
  • Use images or avatars to enhance the user experience
⭐ Interactive Response
RWC can respond with interactive items: Carousel, Drop downs, Multiple choice, Open text box input, Sliders, Date picker, Images, Wait for messages (hold on while I look up data), Menus (that can be driven by changing variables rather than hardcoded), and Media types.
  • Create custom forms with great user experiences
  • Options to make different questions more friendly to answer in the same experience
  • Dynamically create options based on previous answers
⭐ Seamless integration with other Domains Use human-in-the-loop, NLU, and create experiences that use RWC with any other channel and work simultaneously. See “Multimodality” for more features.
  • Create true Omni-channel experiences
  • Create the experience once and use it cross channel
  • Track data consistently between channel experiences
Payment platforms Use RWC custom components and templates to create integrations with payment platforms like PayPal, etc.
  • Allow integration of secure payments without storing any credit card information on our side but being able to verify validity of transaction
  • Create chat-bots shops, interactive menus etc. with ability to list goods and then pay for them
Stateful chat experiences Use Constacts service with RWC browser fingerprints to create chat experiences that behave differently based on who is interacting with them
  • Implement shortcuts for customers like “order as usual” in a coffee-shop order solution
  • Recognize user and provide access to some functionality without authorization

Enterprise Tools and Collaboration

Inbound and outbound messaging Automate and manage conversations in direct messages and channels (public and private), including use of threads. Update and delete messages.
  • Leverage existing Slack tools to create automation processes in the workspace
⭐ Rich Message Formatting Take advantage of Slack's full interaction capabilities by designing with: Interactive & form components in messages and app surfaces, slash commands, reactions (emojis), snippets, posts, and ephemeral messages.
  • Create fully automated Bot experience using the native UI components matching Slack users existing experience with the channel
Manage channels and members Add, remove, view channel members.
  • Allows you to automatically create/add/remove Slack users or channels within your automated solution
Search Search conversation history, users, and files.
  • Identify people, conversations or files in an automated fashion
Manage files Upload and download files, snippets, and posts.
  • Allows you to fill out or automate files or content and post to a specific channel for oversight
HITL UI Use Slack for Human In the Loop capability so that automation can extend to a Slack user.
  • Allows for using the known Slack UI as an agent interface to support automation failover to a human and ensure the best end user experience
Inbound and outbound messaging Automate and manage conversations in direct messages and channels (public and private), including use of dialogs. Update and delete messages.
  • Use Teams for your communication platform
  • Use internally within your company or externally with your customers
⭐ Rich Message Formatting Take advantage of Team’s full interaction capabilities by designing with: Interactive & form components in messages and app surfaces, slash commands, reactions (emojis), and files.
  • Ability to create experiences using Teams existing UI capabilities
  • Get more out of your Microsoft Teams system by adding a bot or automation to the system
Manage channels and members Add, remove, view channel members.
  • Allows you to automatically create/add/remove Teams users or channels within your automated solution
Search Search conversation history, users, and files.
  • Identify people, conversations or files in an automated fashion
Manage files Upload and download files, snippets, and posts.
  • Allows you to fill out or automate files or content and post to a specific channel for oversight
HITL UI Use Teams for Human In the Loop capability so that automation can extend to a Teams user.
  • Allows you to use the Teams UI as an agent interface to interact with your customers directly - no new tools to learn
  • Teams UI can be the interface regardless of channel in which the customer is communicating
⭐ Synchronize Channels Create a single chat channel that can exist in Teams and Slack at the same time shared between systems.
  • Coordinate activity between different groups, departments, or software within your organization (or externally)
  • Bot to bot communication
Native integration with SalesForce Marketing Cloud Allows users to manage two-way messaging conversations from outbound Salesforce campaigns
  • Ninety percent of people using marketing cloud send out one way communications (email or SMS). 
  • has made it easy to implement a strategy that would allow for two way communication by integration with marketing cloud and the ability to orchestrate across any other system that shares the same identifier (e.g. short or long code, email address, phone number, etc.)
Native integration toolkits for dozens of enterprise tools
Set up integrations with tools like: Trello, ClickTime, Monday, Jira, ServiceNow, Confluence, Formstack, GitLab, Slack, EWPS,, Zoom, MS Azure, Okta, MS Outlook, Basecamp, Salesforce, Bonusly, Teamwork, Stripe, Toggl, Todoist, Wrike, Survey Monkey, Eventbrite, Meetup, Expensify, Harvest, SmartSheet, JotFOrm, Typeform, Yammer, Scoro, ActiveCampaign, BigCommerce, Envoy, Pivotal Tracker, Time Doctor, Airtable, Dropbox, Asana, Zendesk, WordPress, iCalendar, Hubstaff, Instagram, Google Spreadsheet, Alexa, IMAP, WhatsApp, Facebook, Google Actions, Telegram, Twitter, Viber, Calendly, MS Teams, and many more*
  • Continue using enterprise tools, us as orchestration layer 
  • CRM
  • *While these are some of our pre-built connectors, we also make it easy for our customers to build custom APIs. See “Architecture and Integration” for more about our features around custom APIs.

SMS and Messengers

Inbound and Outbound Messaging Send and receive messages, including bulk sending.
  • Schedule inbound and outbound campaigns
  • Create Reminder messaging that allows you to remind and reschedule
  • Create nudge messaging 
Text & Files types support, Unicode support Send messages with different file types 
  • Allow for MMS message types
  • Successfully send documents and images using the same SMS client
  • Allows for high bit characters for international language support
Global commands Set rules that adjust conversational flow.
  • Create Menu type options
  • Handle interruptions to give customers more flexibility
  • Handle any “at any time text….” messaging like STOP, HELP, etc
Random messaging Set message variations that send during certain percentages of interactions.
  • Handles A/B testing
  • Life-like conversation
  • Create random surveys or sampling
Timeout and error handling Prompts in conversational design for accounting for errors and timeouts. For more see “Conversational Designer and Dialog Management.”
  • Access conversational history in following conversations after a timeout for error handling
  • Allows for conversation continuation after days/weeks since last message
Interactive Messaging Bus Integration Deliver messages via Messaging Bus. Rather than inbound or outbound messaging, message bus keeps a backlog of messages queued for the next interaction with someone. Formatted for messaging channels.
  • A less assertive way to notify users instead of an outbound message that can be very interruption drive, these messages are designed to be shared with the user upon their next inbound communication
  • Things like: you qualify for a new upgrade to your iPhone, or a reminder that we haven’t received  your payment for last month’s bill
⭐ Status tracking – delivery receipts See success rates and traffic history for flows.
  • Use status of delivery for retry or move to another channel for best deliverability to the customer
  • Use for compliance to ensure messages were received/read
Identifiers management – includes number groups, shortcodes Use different number types to increase success of delivery and decrease the risk of messages being blocked.
  • Add or remove numbers at your fingertips
  • Allow for number pools for large quantity speed of delivery
  • Manage the right numbers based on campaign type for best delivery and cheapest costs
Opt-in / Opt-out handling Automatically handle opt in and opt out ongoing as well as date and time for each occurrence.
  • Allow for tracking opt-in/opt-out for compliance
  • Create single or double opt-in experiences based on need

Deep native integrations for messengers such as: 

  • WhatsApp
  • FaceBook Messenger
  • Microsoft Skype
  • Twitter DM
  • Telegram
  • Viber & Viber Business
  • WeChat
  • Apple Business Chat
  • Relay Chat Session (RCS)
  • Google Business Messages
  • BBM Enterprise
  • Kik
Robust support for any messaging platform utilizing the standard services and specific capabilities of each. OneReach acts as the orchestration layer to each platform using that system’s unique capabilities.
  • Create an omni-channel experience using multiple platforms
  • Support multilingual solutions
  • Use for international reach
  • Mix automation and real live interaction for each channel
  • Couple the specific platform capabilities with NLU and other AI capabilities for a bot driven interface

Mobile App

Device Identification Identify the kind of device a user is accessing the app with.
  • Create a seamless experience by displaying the solution that matches the user’s device
Push Notifications Send users notifications even when the app is not open.
  • Stay in touch and increase engagement with your users by sending relevant communications pertaining to your solution, capabilities, updates and other custom notifications.
Interactive mobile notifications Buttons within mobile notifications to get direct responses from end users in the notification itself
  • Engage users directly from notifications
Extension of RWC and HiTL Device identification, push notifications and voice capabilities available to create a consistent experience
  • Allow the user to pivot from either RWC or HitL to VoIP directly without the need for a third party with the click of a button.
Voice Functionality With outbound voice, any app is able to place a call to our platform bypassing any vendors. 
  • Structure your solution to send direct calls straight from the mobile device through an internet connection
Location Detection Use location services to find where your users are.
  • Design solutions that leverage your user’s location and provide personalized results
Mobile App Reporting See global reporting through the mobile app. Pull mobile app and web app date together.
  • Leverage the mobile app environment to allow reporting to run as a consistent view from the platform
Devices Supported Fully compatible with both iPhone and Android.
  • Provide a coherent experience on iPhone and Android, with Browser, Mac and Windows soon to follow
Apps Support in UI Ability to manage mobile and browser extension apps in Communication Studio.
  • We now have a centralized management console to manage mobile apps, desktop, and browser extensions.
Add Reporting View to Mobile App via QR Code Ability to add views to our mobile and browser extension apps: Scan a QR code to add a view to your app
  • Easy

Natural Language Understanding (NLU)

First Party NLU Product: Low cost Encoder solution based on Tensorflow Encoder solution based on Tensorflow to enable the use of NLU for analytics at low costs
  • Low cost NLU for large scale ML language analytics, like transcript analysis
Intentless NLU We are using encoder models to establish a domain of knowledge so that knowledge doesn't need to be centralized (intentless NLU).
  • We have enabled a decentralized knowledge base using graph technology and decoder technology that can classify phrases into domains of knowledge mapped in a graph. 
  • This facilitates the ability to access different knowledge bases seamlessly and enable workflow management of knowledge bases, in order to centralize knowledge and data across the company.
Autoregressive Language Models - ALMs
⭐ ALMs (like GPT-3) and decoder native integrations LLM and native decoder integrations have helped us improve support for entity extraction, disambiguating, extraction from documents, synonym phrases, and managing when the user changes the subject. We also use LLMs to do things like compare text and summarize differences and classify text into domains with no training phrases based on a supplied ontology.
  • Improve the confidence levels for the users intent without high human interaction
⭐Antagonistic Training Use multiple NLU engines to train each other based on the highest percentage answer.
  • Improve the confidence levels for the users intent without high human interaction
Knowledge Model Training Educating your bot with relevant information.
  • Create phrase / responses pairs for your solution that allow your solution to understand your user’s needs
  • Use a variety of response types such as text, JSON or a Flow.
Suggested / Unrecognized Set up your flow to train and update your model easily based on confidence levels gathered from interactions with the user
  • Utilize phrases from existing users to better train your model, improving its performance and increasing confidence
Confidence Scores Your bot reports how certain it’s understanding is.
  • Create logic to allow the bot to answer based on a rating % or above otherwise forward to a human to ensure highest confidence in answers
Entity Extraction Gather periphery information based on a user’s input.
  •  Improve the performance of your model by identifying relevant words or phrases as entities in your context. You can choose from different types of entities like machine learning, list, RegExp, Pattern or Prebuilt.
  • Include child or sub-entities that can be a separate value to be recognized under the original entity.
Custom Model Creation Connect to an existing model that has already been created
  • Leverage other knowledge models you have created using NLU engines like MS LUIS, Dialog Flow, AWS Lex, RASA, and others.
Mapping Entities to Parameters Ability to capture entities from a end user utterance which then can be used to automate a task
  • Fully automate valuable tasks by capturing end user intent and data (entities) required to perform a task such as resetting passwords, transferring funds between accounts, etc.
Importing Knowledge Model Upload mass amounts of information to educate your bot.
  • Upload a CSV or JSON file of an existing model that will populate phrases, responses and context into a new knowledge model you can then use in your solution.
Knowledge Model Features A list of relevant keywords that you can assign to entities or responses.
  • Increase the confidence and improve the accuracy of your knowledge model by setting it up to expect certain values or words
Multi-Language Support Support for capturing data (entities) within an end user utterance across various languages
  • Create multilingual bot solutions and capture required data from an end user utterance in various languages. This allows for automating an end user task based on captured data.
Create Synonym Questions Mimic natural language by asking the same question in different ways.
  • Improve user engagement and tasks performance by increasing confidence of user responses.
Flow Entities A post processing response mechanism in which each flow entity is associated with a certain flow that implements logic of processing each response the entity is assigned to
  • Make small updates to the user’s response without changing the response format (for example uppercasing response text)
Spelling/Grammar Correction Catch the errors you missed.
  • Inspect end user responses and correct wrong language usage to ensure end user meaning to improve user experience.
Autogenerate Disambiguating Questions If your bot is confused, it can generate questions to gain clarity and move forward.
  • For low confident responses the bot can ask follow-on questions of the user to improve confidence level and then auto train based on end user acknowledgements.
Generate Text Generate training examples that extend NLU model Greatly improve training datasets by generating many examples based on a few manually entered utterances.

Human-in-the-Loop (HiTL)

HiTL Supervised Learning A human can monitor a bots learning.
  • Quick and easy way to allow humans to oversee the bot answers and interactions and can help train the bot with the ones it doesn’t know real time
Prompt Human for Supervised Learning A human or group can be notified when a confidence score is low on a customer utterance.
  • Save human time by only having to provide supervised learning at the time where confidence falls below your standards.
Disambiguation with HiTL Use a human to clarify something for the bot.
  • Use this to train or increase confidence levels of certain utterances
HiTL Reporting Receive analytics on when and how humans are brought in to support the bot.
  • Provides insight into updates or training needs for higher bot success
  • Highlights most used customer paths that may have been unknown previously.
Creating Human as a Channel  Include a Human in an automated process as a failover resource to perform tasks and answer questions.
  • Improve all automated services by including a human as a failover mechanism so that no user is stuck in a bad automated experience.
Conversation Pass Between Automation to Human and Back Move the conversation seamlessly between a human, when necessary, and back to a bot.
  • Create seamless automated experiences that perform task execution and allow a human to engage in that experience temporarily when needed and then hand the user back to the automated experience to complete their task.
Human Take-Over Completely pass off from bot to human.
  • Speed up your time to production by allowing the bot to hand off to a human when it can’t answer the questions being asked.

Conversational Design and Dialog Management

Drag and Drop Conditional Routing OneReach has out of the box conditional routing in dialogue building based on any number of factors including variables, conditions, sentiment, regex, voice actions (hangups, voicemail recognition, barge in, etc), NLU confidence, user characteristics, A/B performance, timeouts, GUI interactions, etc. 
  • No code users can create advanced conditional logic using a robust UI “step”
⭐ Content Builder - Wysiwyg designer Wysiwyg designer for creating content that can go into cards that are attached to views.
  • Easy design for reporting and building cards
⭐ Synchronizer Synchronizer is the heart of multibot orchestration and our communication fabric. It is a service for syncing data between data storage and messaging systems in real time (like a channel created in Teams and with a channel created in Slack) so that channels or any other information stream is up to date as others.
  • Synchronizer is one of the major components that differentiates our communication fabric from data fabrics.
  • Messaging data can be synchronized between systems like Slack, Teams, Active Directory, and ServiceNow. 
  • Allows the synchronization of data across other systems as well, e.g. CRM and access management data.
Customer Journey Mapping Create customer journey maps and organize skills into a future roadmap
  • Part of our design-lead architecture
  • Makes it easy to see what’s coming and what’s in the works for the experience design
Decoupled business logic from integration layers We have decoupled the business logic and integration layers from the NLP engines to ensure you can leverage the same 'brain' regardless of channel.
  • Use the same cognitive services on any channel
  • Design conversations to take advantage of each channel (using image carousels on Messenger(Meta) and webchat, STT on voice, etc.)
⭐ Event Based Model Every flow is a microservice and is triggered by the centralized event-based system
  • Subscribe to events, emit events, and those events can then trigger flows to run
  • Handle complex schedules, scheduling automation for specific dates like the third wednesday of the month, or for specific scenarios, like sending and email three days after a form is completed if a user has visited the website more than twice this week
⭐ Complex task relationships OneReach also supports complex flow relationships by enabling unlimited subflows. We automatically trace the relationship between complex flows with a visual GUI to represent dependencies and discover potential logical improvements.
  • Create complex decision trees with visual logic building
  • View relationship flows easily
Design and build
Multithreading in a single flow View Traffic
  • Reduces latency
  • Simplifies complexity of the design flow
⭐ Native Ticketing Product Creates and assigns tickets to bots and to people.
  • Helps for managing asynchronous workflow across bots or across conversations and channels.
  • If a caller calls in to change their password and somehow gets disconnected, at the top of the call the bot has opened a ticket, and therefore when the caller calls back in, the bot is aware that there is an open ticket for password change and is able to resume activities. If the caller had made it through the call, the ticket would have been open and closed within the same call, creating a data trail that can be placed into salesforce.
⭐ Message and Event Bus Rather than inbound or outbound messaging, message bus keeps a backlog of messages queued for the next interaction with someone. Formatted for omnichannel delivery.
  • A less assertive way to notify users instead of an outbound message that can be very interruption drive, these messages are designed to be shared with the user upon their next inbound communication
  • Things like: you qualify for a new upgrade to your iPhone, or a reminder that we haven’t received  your payment for last month’s bill
Global Calendar for scheduled flows Calendar that shows all scheduled flow executions in a single place.
  • Manage multiple skills with multiple calendar events
View Traffic View conversational traffic with breakdowns of most common paths.
  • Optimize paths by seeing which are most common and where users end
Cross-account conversational support Skill sharing across bots, accounts, and environments has made session management even easier for customers.
  • Bring other bots and users into the conversation or transfer the conversation rather than just relaying information.

Architecture and Integration

⭐ Composable architecture All components of our platform can be composed 
  • Connect to all current enterprise systems
  • Create new systems and new technology
⭐ Build custom integrations Build your own channel toolkits to fit any channel or system independent of OneReach. We support the following types of integrations: Webooks, HTTP requests, APIs, Sockets, MSRP, SIP, and SSO.
  • Custom chat applications or collaboration tools can be connected
⭐ Private Dedicated Environments: Our architecture allows OneReach to provide our customer with one or more "Private Dedicated Environments", PDEs, which are unique instances of our platform in specific geographic regions just for the customer, each of which is multi-tenant.
⭐ Complete control over connection to other systems Control how your OneReach services connect to other (cloud or on-premise) systems
  • Connect to cloud and on-premise systems
  • Bypassing public internet completely if necessary with use of VPN, MPLS, or Direct Connect
Multiple PDEs - Failover, Load balancing, and different staging/dev/test environments Typically we provide customers with multiple PDEs to serve different purposes.
  • Multiple PDEs in different regions 
  • Use multiple PDEs to create dev, staging, QA and production environments
  • Ensures complete separation between environments for redundancy and failover.
  • High Availability: Each PDE has an uptime SLA of 99.95% with financial penalties of up to 100% monthly credit. For customers who want higher than 99.95% we offer them multiple environments with excessively redundant failover, which means that can get as close to 100% as they want by adding more PDEs.
⭐ Custom compliance, data, and security requirements Design data storage and security needs to fit your company.
  • SOC2 Certified.
  • Work with the strictest data security and compliance requirements including medical, insurance, and government organizations.
  • Compliance fully supported for requirements like: GDPR, HIPAA, CCPA, PCI DSS, SOC, SHIELD, LGPD, and FedRAMP.


Automate from existing email address Connect user’s own domain
  • Create automations around existing email address and domain
Automate from generated and hosted email address Domain lives in OneReach account
  • Create new, personalized email address and domain for email automation
Send scheduled emails (single or bulk) Schedule emails to be sent as specific time or when an event happens
  • Schedule bulk email campaign
  • Create custom drip email campaigns that react to events (e.g. when customer fills out a form, send follow up email now, in two weeks, and again if their fingerprint is recognized on the website any time after a month)
Track delivery status Track and manage sent, opened, bounced, or failed delivery email statuses. Create events around them
  • If email bounced, automatically remove email address from customer records
  • If email unopened, don’t include customer in next round of marketing emails
Track clicks within email content Track and manage link clicks
  • Record and create events out of email clicks
Autofill subject, recipient, and email content Use merge fields (variables) to autofill recipients, subject, and email body content automatically. 
  • Include each customer’s name in bulk campaigns
  • Adjust email subject based on type of lead
HTML, WYSIWYG, Plain Text Edit email body using code and our built-in email builder.
  • Customize the content, colors and content of the email
  • Import HTML email templates you may already have
Prebuilt email templates Get started quickly and iterate from prebuilt email templates
  • Create and save templates for future use

Reporting and Analytics

Custom cards & card templates Cards contain graphs and data from flows, separated out by what measurements matter to your use case. Customizable card settings, i.e. chart type, layout, axes, etc. Generate cards from scratch.
  • Create custom graphs and charts for data collected from your conversations
  • Use and expand upon templates
  • Collect data using tables, tags or tag cards.
Use pre collected metrics for card data Since OneReach is based on an event model, we log vast amounts of data from every conversation. This includes: Time, Location, Context, Transcript history, Feedback, User information, Total Users, New Users, User Engagement, Session Length (including response times per each piece of the engagement), Completed Conversations, Uncompleted Conversations, Fallback Responses, Missed Intent Matches, Repeat Engagement, Top Messages, Top paths taken by users, Fulfilled Conversations, Escalated Conversations and Unfulfilled Conversations.
  • Create solution dashboards quickly using existing logged data and library cards.
  • Use existing data to identify usage patterns and performance metrics.
  • Leverage out of the box cards for API, Tags, SMS, Phone and Session stats to build a custom dashboard that displays the data for your solution
  • Create tag categories that include tag labels and tag values for more specific analytics
  • Set up filters in your flow or view to help display the data that is most relevant
  • Custom reports means you can select what data you want to see through a combination of out of the box cards and custom tags in your solution to create the dashboard that matches your business and project needs
Custom views and dashboards Select which cards to contain in a “View” (dashboard) and create and duplicate views. 
  • Create views for different teams and business uses
  • Choose what tags from which specific flows you would like to include your analytics
⭐Data and Identity Manager (CIAM and CRM) Our Data and Identity Management capabilities work in concert with CRM overlay capabilities to supplement enterprise data systems including the ability to store structured and unstructured metadata that supplements internal CRM and identity management data.
  • Dynamically create and append bio sketches that contain both structured and unstructured data. 
  • This is critical given the volume of unstructured data that is generated during transcribed phone calls and text-based conversations. CIAM/CRM overlay works with synchronizer to ensure that data doesn't get out of sync.
⭐Omnidata Abstraction layer for all data, resulting in better data security management by abstracting data sources from the conversational experience.
  • Conversational designers don't need to understand the underlying data sources. 
  • For example, a user's first name may be drawn from Salesforce, and other data may be drawn from CRM data storage but the designer can just focus entirely on the building and conversational design.
⭐Graph DB Timeline Capture Go back and see what relationships were in the past in graph DBs in our platform.
  • You could look up history to see who was working on what tickets, see what information has been gathered over the past month. 
  • Just hit play and see how it transforms 😀
⭐Graph DB ML prediction Prediction of future relationship-generation based on previous graph DB content.
  • Predict trends in customer relationships and data
⭐Synchronizer Synchronizer is the heart of multibot orchestration and our communication fabric. It is a service for syncing data between data storage and messaging systems in real time (like a channel created in Teams and with a channel created in Slack) so that channels or any other information stream is up to date as others.
  • Synchronizer is one of the major components that differentiates our communication fabric from data fabrics.
  • Messaging data can be synchronized between systems like Slack, Teams, Active Directory, and ServiceNow. 
  • Allows the synchronization of data across other systems as well, e.g. CRM and access management data.
Share views Share via public links, shared UI and Live Agent view.
  • Create custom dashboards, full featured or single use applications which can be exposed to any set of users publicly or secured with standard authentication mechanisms
Tag cards Create tags for cards to filter for different views.
  • Create a custom dashboard using card tags to determine which cards to expose based on menu options selected and user role

Accounts and Admin

Roles and Permissions Platform roles control which part of the platform various users have access to. This includes the ability to create custom roles/user types, and to break up environments into different accounts. Accounts are segregated groups of CS users and services that represent a billable set of solutions.
  • Manage user access to the platform and custom views using the existing or custom made roles.
  • Set user permissions at the flow level to have specific team member roles assigned to select solutions
  • Share data in views specific by customer and solution
  • Assign Admin users that manage access for internal teams based on roles
  • Create multiple accounts within an environment for better solution management, organization and reporting
  • Streamline solution deployment by creating dev, QA and production accounts for your solutions
⭐ Skill Based Permissions Permissions can be assigned based on roles and individual users, and permissions can be assigned on a per-skill level.
  • Provides granular control on the flow-level for access rights for skills
Cross-account conversational support Skill sharing across bots, accounts, and environments has made session management even easier for customers.
  • Bring other bots and users into the conversation or transfer the conversation rather than just relaying information.
Single Sign-On Since OneReach provides a development platform many authentication methods are supported.
  • Solution access can be configured in multiple ways based on the solution that is designed, configured and implemented on the OneReach platform. We have supported everything from ID/Password, multiple SSO implementations, PIN/Passcodes, biometrics, etc.

Languages Supported

Common Languages (in production)
English: US, Great Britain, Canada, India, Australia Chinese: Cantonese, Simplified, Traditional Arabic: Peninsular Group, Mesopotamian Group, Levantine Group, Egypto-Sudanic Group, Maghrebi Group Spanish: Latin America, Castillian Spain, Catalan Spain Turkish
Czech Slovakian Russian Ukrainian Latvian
Romanian Italian French: France, Canada German
Other Languages Supported
Afrikaans Croatian Ido Malay Romanian
Albanian Czech Indonesian Malayalam Romansh
Amharic Danish Irish Maltese Russian
Aragonese Dhivehi (Divehi/Maldivian) Italian Manipuri Sanskrit
Armenian Dutch Japanese Manx Sardinian
Assamese Esperanto Javanese Marathi Scottish Gaelic
Azerbaijani Estonian Kannada Minangkabau Serbian
Bashkir Filipino (Tagalog) Kazakh Mangolian Serbo-Croatian
Basque Finnish Khmer (Central Khmer) Nepali Sindhi
Bengali (Bangla) Galician Kirghiz (Kyrgyz) Norwegian: Bokmal, Nynorsk Sinhala (Sinhalese)
Bihari Languages Georgian Korean Occitan Slovak
Bosnian German Kurdish (Kurmanji) Odia (Oriya) Slovenian
Breton Greek Latin Ossetian (Ossetic) Somail
Bulgarian Gujarati Latvian Pashto Sotho
Burmese Haitian Creole Limburgan (Limburger/Limburgish) Persian Sundanese
Cebuano Hebrew Lithuanian Polish Swahili
Chechen Hindi Luxembourgish (Letzeburgesch) Portugese: Brazil, Portugal Swedish
Chuvash Hungarian Macedonian Punjabi Tajik
Corsican Icelandic Malagasy Quechua Tamil
Tatar Telugu Thai Tibetan Turkish
Turkmen Urdu Uyghur Uzbek Vietnamese
Walloon Welsh West Frisian