We used to build a separate automation for each channel, an SMS reminder flow, a totally different WhatsApp flow, an email one on top of that, and keeping them consistent was a pain since a change to one meant manually updating the others too. Webex Connect's visual flow builder lets us design one customer journey that branches across channels depending on what the customer actually responds to, so if someone doesn't reply to SMS within an hour it automatically tries WhatsApp instead, all built once instead of three separate times. The Branded Text feature has also helped with trust, our SMS messages show our actual logo and colors now instead of just a generic sender ID that people were increasingly ignoring as spam. Review collected by and hosted on G2.com.

The flow builder has a real learning curve once you get past simple linear flows, building something with several conditional branches took a lot more trial and error than the drag-and-drop interface initially suggested it would. Review collected by and hosted on G2.com.