The CPaaS platform is a message platform launched by Alibaba Cloud. It is designed for service providers, offering management and distribution capabilities for multiple communication channels such as WhatsApp, Instagram, Viber, Messenger, and email. You can build solutions for your own brand. The platform supports unified access for multiple accounts, multiple representatives, and multiple channels, and provides visualization flow orchestration, content creation tools, and customer service lifecycle management capabilities. This helps service providers quickly build marketing and customer service systems for their customers.
Supported channels
The CPaaS platform supports the following channels:
| Channel |
|---|
| Viber |
| Messenger |
All inbound and outbound messages across these channels are managed from one unified backend, which improves response efficiency.
Rich media content
Create rich media content directly within the platform:
Poster creation -- Built-in poster creation feature.
H5 page generation -- Build H5 pages.
Interactive form design -- Interactive form design features.
These content types serve industries such as e-commerce, gaming, and education.
Chat Flow orchestration
Build automated conversation flows by dragging and dropping feature widgets onto a visual canvas. A Chat Flow can:
Respond to user inputs and reply with appropriate content automatically.
Transfer the conversation to a customer service representative through a transfer widget.
Customer service representatives
Manage your support team with built-in collaboration tools:
| Capability | Description |
|---|---|
| Concurrent sessions | Multiple representatives handle conversations simultaneously |
| Role-based permissions | Multiple role permission configuration |
| Customer address book | Built-in customer address book for customer service collaboration |
| Intelligent transfer | Intelligent transfer for customer service collaboration |
Business system integration
Connect the CPaaS platform to your existing business systems through APIs. Manage intents within your own system.
Customer distribution
Manage multiple downstream customers from a single platform:
| Capability | Description |
|---|---|
| Account management | Create separate accounts for each customer and assign permissions independently |
| Custom pricing | Set different service pricing for different customers |
White-label customization
Deliver the platform as your own product:
| Capability | Description |
|---|---|
| Custom domain | Define a custom domain name for the logon page |
| Brand styling | Customize the logon interface and platform style |
Next steps
For industry-specific solutions or technical integration documentation, contact your business manager.