When your AI agents aren’t connected to a shared knowledge base and customer history, they respond in silos. Your SMS agent might not know what your email agent handled last week, so customers repeat themselves every time they switch channels. That’s the real difference between multichannel and omnichannel: the two terms aren’t interchangeable, and
Latest from Heymarket Twenty
How to use AI agents for logistics
A truck breaks down twenty minutes from a delivery window. That’s a logistics problem, but it becomes a dispatch problem fast: someone has to find a replacement driver, reroute the load, and notify the customer, all before the delay compounds. Most teams still do that manually, holding three separate conversations for one disruption.
AI agents
What is an FAQ chatbot? Types, examples, and features to look for
Your team’s shared inbox has the same 20 questions, asked and answered dozens of times a day. Each one only takes a minute, but together they crowd out customer conversations that need your attention. An FAQ chatbot clears that repeat volume instantly, so your team’s time goes toward the work only people can do.
An
What is agentic AI in retail?
Your customers expect consistent, instant, intelligent service across every channel, even when they bounce between SMS, email, and web chat from one interaction to the next. But your team can’t be everywhere at once—no one can. That’s exactly where agentic AI in retail comes in.
Agentic AI gives customers a seamless experience by completing tasks
What is RCS messaging?
RCS messaging—short for Rich Communication Services—is a messaging protocol that upgrades traditional SMS with features like read receipts, typing indicators, high-resolution media, and interactive buttons, all delivered through your customer’s default messaging app. In 2026, it’s the channel that businesses are building into their standard workflows.
Overview of RCS messaging
- RCS (Rich Communication Services) is
What is omnichannel customer service?
Your customers don’t stick to a single channel. They might text you on Monday, email on Wednesday, and open a webchat on Friday, expecting you to answer each time. If your channels run separately, they’ll have to repeat their issue to multiple agents. Omnichannel customer service fixes that by linking every channel into one continuous
How to use conversational AI in retail
Your team spends countless hours responding to repetitive customer questions across an ever-expanding mix of support channels. At the same time, customers expect quick, personalized responses wherever they reach out, making it hard to keep up.
Conversational AI in retail uses natural language processing, machine learning, and generative AI to automate these customer interactions across
How to use AI for multilingual customer support
When your team receives a message in a language they don’t speak, they have to switch between translation tools or ask for help, slowing down response times. Serving customers in their own language keeps support fast and personal, even as your customer base grows.
Multilingual customer support answers customers in their preferred language across the
What is a chatbot vs. conversational AI?
Say your customer texts at 9 PM asking to change a delivery address. A rule-based chatbot would send them a menu of options and hope one fits. A conversational AI tool would read the message, pull up their order, and handle the change without human help. The experience looks completely different on your customer’s end,
What is AI data enrichment?
Your sales rep opens a lead record, finding a name and email address but nothing about the company, their role, or the context around what the person actually needs. So your rep opens LinkedIn in another tab, cross-references the company website, guesses at the job title, and types it all in manually. Multiply that by
Conversational AI for customer service: How it works, benefits & use cases
Your team is already managing texts in one tab, emails in another, and customer DMs somewhere else entirely. Conversational AI brings it all into one place and handles the routine tasks automatically so your team can focus on the interactions that actually need a human.
Conversational AI for customer service is the use of artificial
What is RCS vs. SMS messaging for business?
Think about the last time a customer texted to confirm an appointment, check on an order, or respond to a promotion. That conversation almost certainly ran on SMS, which means it was limited to plain text, with a link if you needed them to take action. Now, RCS messaging support is giving businesses the ability
Shared inbox: What is a shared mailbox for teams?
When your customer’s message lands in one team member’s inbox and stays there until they get to it, response times slip and small backlogs turn into ignored conversations. With a shared inbox, your whole team can manage incoming messages from one place, instead of separate individual inboxes where they can slip through the cracks. Conversations
What is conversational AI for business? Definition and how it works
Conversational AI is technology that understands human language and responds to it naturally. It uses natural language processing (NLP) and machine learning to interpret what a person means, hold a genuine two-way conversation, and improve with every interaction.
Picture a clinic’s front desk on a Monday morning: 40 texts to reschedule appointments and a weekend
Create high-impact RCS marketing campaigns in Heymarket using Twilio
If you’re using Heymarket for business messaging, you likely want a more immersive way to engage customers than standard SMS. While SMS is great for alerts, Rich Communication Services (RCS) lets you send branded, interactive, app-like experiences directly to a user’s native messaging app.
This tutorial shows how customers can use Heymarket, powered by
How to choose an AI solution for healthcare operations
Administrative work is eating into the time healthcare teams have for patients. Tasks like scheduling, documentation, billing follow-ups, and prior authorizations are an everyday part of most medical practices, but they don’t always need a person managing every step.
AI in healthcare operations has made it possible to automate many of these workflows, freeing staff