What allows customers to communicate with agents through SMS and Facebook Messenger?

The capability that enables customers to communicate with agents through SMS and Facebook Messenger is referred to as messaging. This option encompasses the various messaging platforms that can facilitate real-time conversations between users and customer service representatives. Messaging functionality typically allows for a seamless exchange of text messages over popular platforms, ensuring that customers can receive support where they are most comfortable—whether that’s through their mobile phones or social media.

In contrast, chat integration specifically focuses on live chat services often embedded in websites, which may not encompass broader messaging services like SMS or Facebook Messenger. While a CRM platform could help manage customer interactions across various channels, it does not inherently provide the direct communication paths like SMS or Messenger. Additionally, social media tools may assist in monitoring or managing social interactions but do not imply direct messaging capabilities between customers and agents across multiple platforms such as SMS or Messenger. Thus, messaging stands out as the comprehensive option that allows for these interactions.