Univerx Contact Center
Messaging apps
Common messaging apps run in the same queue as phone, chat and email. Customers write where they already write, and your team replies from one workspace.
Building blocks
Messaging apps in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
One queue
Messages from messaging apps are distributed like any other contact, by skill and priority.
One history
Whatever was discussed by messenger, phone or email sits in the same history.
Rich messages
Images, documents, quick-reply buttons and locations, as far as each app supports them.
AI agents
The same AI agents as in web chat answer routine questions in the messenger too.
#Where your customers already write
For many people the messenger is the tool they organise their day with. They write to family, friends and colleagues there, and would happily reach their energy supplier, insurer or retailer the same way.
Univerx connects common messaging apps to the same queue as every other channel. For your team little changes: one more message in the familiar workspace. For your customers a lot changes: service without switching apps.
#One channel among many, not beside many
The most common mistake when starting with messaging is a separate team with a separate tool. After a few months the phone team does not know what was discussed in the messenger, and vice versa.
At Univerx the messenger is one channel among many. Call distribution queues messages by the same rules, and the agent desktop shows them in the same history. Whoever writes on Tuesday and calls on Wednesday is recognised.
#What works well in the messenger
| Request | Why the messenger fits |
|---|---|
| Rescheduling | Short question, quick confirmation |
| Photo of damage | Image straight from the camera |
| Delivery status | An answer without logging in to a portal |
| Question about a letter | Photo of the letter, answer in the thread |
Here too, an AI agent can answer routine questions immediately and hands over with context when a person is needed. The same logic as in web messaging, just in another window.
#Consent and privacy
Inbound messages are straightforward: the customer got in touch. Outbound messages are not. In Germany, advertising usually requires express consent under § 7 of the Act against Unfair Competition (UWG), and the messaging apps have their own rules for business messages.
The messages themselves are stored in your Univerx tenant in the chosen EU region. On the app's side its own terms apply as well. Both belong in your privacy notice.
Univerx Contact Center
Every contact in the right queue.
Phone, video, chat, secure messaging, messaging apps, SMS, email and social media in one queue and one workspace. With history, context and scripts, so nobody has to explain a request twice.
Web messaging & chat
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
- DSGVO
- BFSG
- EU
SMS
Two-way SMS for service, reminders and notices. Customers simply reply to the message, and the reply lands in the same queue as every other contact.
- DSGVO
- BFSG
Call distribution (ACD)
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
- DSGVO
- BFSG
IVR & self-service
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
- DSGVO
- BFSG
Inbound
Incoming contacts end to end: answering, queueing, callbacks, handover with context and wrap-up. So every request reaches, first time, the place where it gets resolved.
- DSGVO
- BFSG
Email
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
- DSGVO
- BFSG
Social media
Find social posts and messages that need an answer, distribute them like any other contact and answer them straight from the desktop, in public or in private.
- DSGVO
- BFSG
Co-browse & screen share
The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.
- DSGVO
- BFSG
- eIDAS
Video engagement & video advice
Video in the browser without a download, started from chat, messaging or a running call. One-way and two-way video, screen share, waiting room and appointments; recording only with consent.
- DSGVO
- BFSG
- EU
Channel switching in one session
From chat to call to video to co-browsing without starting over: one session, one context, the same person. No new queue, no second identity check, nothing to repeat.
- DSGVO
- BFSG
In-app service & mobile SDK
Chat, calls, video, co-browsing and push notifications inside your own app. Customers are signed in through the app, conversations resume after an interruption, and events flow into Univerx Journeys.
- DSGVO
- BFSG
- EU
Secure messaging
Authenticated, asynchronous conversations inside the logged-in customer portal or your app. With scanned file exchange, a history per customer, notifications without content, and retention and deletion rules.
- DSGVO
- EU
- DORA
- BFSG
Secure payments in the conversation
Customers pay by phone keypad, in a secure payment field in chat or via a payment link, without card or bank details reaching agents, the recording or the transcript. Designed for PCI DSS.
- DSGVO
- EU
- BFSG
Appointment booking
Book, move and remind appointments online: on website, app, chatbot or voicebot, by video, phone or in person. Capacity comes from scheduling; reminders and a waiting list keep the slots filled.
- DSGVO
- BFSG
- EU
Agent desktop
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
- DSGVO
- BFSG
Real-time supervision
A live view of queues, service levels and agent states. Team leads listen in, whisper or barge in, and follow chat, video and co-browsing live. Configurable for German co-determination.
- DSGVO
- EU
Task routing
Back-office tasks are distributed like contacts: applications, forms, follow-up questions and wrap-up work reach the right person by skill, deadline and priority, with workbins and follow-ups.
- DSGVO
- BFSG
Reporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
- DSGVO
- BFSG
- EU
Frequently asked questions
Which messaging apps are supported?
Common messaging apps and their business interfaces. Which ones are available for your start we name in conversation; the list keeps growing.
May we message customers proactively?
For inbound conversations, yes. Outbound messages usually require consent, and the apps have rules of their own. Univerx Outbound checks consent before sending.
Where are the messages stored?
In your Univerx tenant in your EU region. On the app's side its own terms apply as well; that belongs in your privacy notice.
Related
ProductsAI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
ProductsNotifications
Automated reminders and notices with no agent involved: appointment confirmations, delivery status, deadlines, outage information. By SMS, email, messaging or voice message, with a way to reply.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
IndustriesRetail & e-commerce
Order and returns service via messaging, chat and phone, proactive delivery notices, help in the shop at the right moment and accessible customer interfaces as a goal under the European Accessibility Act.
IndustriesLogistics & mobility
Communicate shipment status, delivery slots and disruptions proactively, before anyone calls. Driver and customer communication run in one queue; exceptions become tasks with deadlines.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
Guides2 November 2026 · 11 min readOutbound with consent in Germany
Campaigns, notifications and collections within German competition law and the GDPR: which rules apply to which kind of contact, how to obtain consent that holds, and how to prove it in daily operations. With sources.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
GlossaryWeb messaging
Web messaging is asynchronous chat on websites and in apps. The conversation persists when the customer closes the tab and can resume later, on the same device or another one.
GlossaryConsent (German competition law)
In Germany, marketing calls, emails and messages to consumers generally require their prior express consent. What section 7 of the Act against Unfair Competition (UWG) demands and how to prove consent.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.