Univerx Contact Center
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.
Building blocks
SMS in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Two-way
Customers reply to the SMS, and the reply reaches your team like a chat.
Reminders
Announce appointments, deadlines and collections automatically, with a reply option to confirm or cancel.
Links, not essays
A short message and one link to details, a form or a secure session in Univerx Channel.
Sender & hours
Set sender ID, sending windows and quiet hours centrally.
#The unassuming channel that reaches almost everyone
SMS is not modern, but it is reliable. It needs no app, no login and no data allowance. For an appointment reminder, a pick-up notice or a heads-up about an outage, it is often the most direct route.
At Univerx, SMS is a two-way channel. Customers can reply, and the reply lands in the same queue as phone, chat and email.
#Typical uses
| Occasion | Example | Reply option |
|---|---|---|
| Appointment reminder | "Your appointment on Thursday, 9" | Confirm, move, cancel |
| Pick-up or delivery | "Your documents are ready" | Question by reply |
| Outage notice | "Known outage in your area" | Report whether affected |
| Callback notice | "We will call you in 10 minutes" | Not now, later |
| Missing documents | "Please send the proof" | Link to a secure upload |
An SMS has to stay short. For anything that needs space, it carries a link: to a form, a status page or a secure session in Univerx Channel, where identity and signature are settled.
#Remind instead of chasing
Missed appointments cost both sides time. A reminder with a reply option helps: whoever cannot come cancels, and the slot is freed. A flow processes simple replies automatically; unclear ones go to a person.
For reminders with no agent involved there are notifications in Univerx Outbound. They use the same SMS connection.
#Rules that come with it
Not every SMS is the same. A service message about a running contract is assessed differently in law from an offer. In Germany, promotional SMS usually requires express consent (§ 7 UWG, the Act against Unfair Competition).
Which messages need which legal basis is described in the guide Outbound with consent in Germany.
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
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.
- 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
Why SMS when there are messaging apps?
SMS reaches virtually every mobile phone, with no app and no login. For reminders and short notices it is often the most reliable route.
Can customers reply to an SMS?
Yes. Replies are distributed like incoming messages. Simple replies such as "Yes" or "Cancel" can be processed automatically by a flow.
Do we need consent for SMS?
Service messages within an existing contract follow different rules from advertising. Promotional SMS usually requires express consent. Have your cases reviewed legally.
Related
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.
ProductsCampaigns
Voice campaigns with preview, progressive and predictive dialling, plus SMS, email and messaging campaigns from the same contact list. One campaign, several channels, one consent check.
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
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.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
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.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
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.
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.