Contact Center & Messaging
One omnichannel contact center for voice and business messaging.
Thirdlane combines contact-center queues, agent and supervisor tools, SMS and WhatsApp routing, interaction review, recording, and reporting with the same tenant administration used for business voice. Contact-center capacity is licensed according to the agents your service requires.
One operating model for customer-facing work
Voice and supported messaging channels use shared queue, agent, disposition, and interaction records, reducing the number of separate systems an operator has to administer.
Voice queues and ACD
Use skills, priorities, callbacks, schedules, overflow rules, and agent availability to distribute calls.
SMS and WhatsApp routing
Link SMS and WhatsApp identities to queues and route customer messages to available agents.
Agent and supervisor tools
Provide live queue views, agent status, and call monitoring controls including listen, whisper, and barge.
Interaction lifecycle
Apply pause codes, dispositions, and After Contact Work policies, then review closed interactions across channels.
Recording and analysis
Use configurable call recording together with transcription and licensed AI analysis where enabled.
Reporting
Review current queue activity and historical call-center results with filtering, drill-down, export, and scheduled delivery.
Messaging identities remain under provider control
Configure SMS gateways and tenant messaging channels using supported providers or a custom webhook-based gateway. WhatsApp accounts, phone numbers, and approved templates synchronize through Meta’s API.
Messaging delivery records retain provider identifiers, timestamps, and errors for operational review. Team chat, meetings, and file sharing for internal collaboration remain part of the Connect applications.
Omnichannel contact center — frequently asked questions
What makes Thirdlane an omnichannel contact center?
Licensed Thirdlane modules route voice, SMS, and WhatsApp conversations through shared queue, agent, disposition, and interaction workflows where each channel is configured.
Is Thirdlane contact center multi-tenant?
Yes. Contact-center configuration, queues, agents, messaging identities, interactions, and reporting are scoped within the Thirdlane multi-tenant platform.
Does Thirdlane support business messaging?
Thirdlane supports configured SMS gateways and WhatsApp Business account, number, and template management through Meta’s API, with routing through supported messaging channels.
Evaluate contact center and messaging together.
Review channels, queue design, agent licensing, reporting, and integration requirements with our team.