Proactive Digital 

Personal Connection allows you to send one-way digitalClosed Any channel, contact, or skill associated with Digital Experience. messages to contacts in a calling list. Proactive Email can be agentless—that is, set up to use a standalone agentlessClosed Contacts made without a live agent for tasks such as one-way delivery of information or messages.. ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Alternatively, you can add Proactive Digital as part of the contact strategy on an agent skill.

Proactive Digital allows you to use messaging channels such as Proactive WhatsApp and channels for Proactive SMS (text) messaging, and Proactive Email. When your organization uses Proactive Digital Channels, you can interact with contacts using digitalClosed Any channel, contact, or skill associated with Digital Experience.channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. from within Personal Connection.

Available Proactive Digital Channels

CHANNEL TYPE SET UP AND DETAILS
Proactive Email Messaging Prior to setting up Proactive Email, your tenant must be enabled for Personal Connection (PC) and you must have your own email server to handle your emails. Talk to your account manager if you have questions.
Proactive SMS Messaging Prior to setting up Proactive SMS, your tenant must be enabled for Personal Connection (PC) and you must have at least one SMS registration available from which to send SMS (text) messages. Talk to your account manager if you have questions.
Proactive WhatsApp Messaging

Prior to setting up Proactive WhatsApp, your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment must be enabled for Personal Connection (PC). Talk to your account manager if you have questions.

Bring Your Own Channel Bring Your Own ChannelIntegrations

Bring Your Own Channel Bring Your Own Channel(BYOC) allows you to use your existing text-based digital channels with Personal Connection for proactive digital outreach. If your organization has a digital channel that's not natively supported in CXone, you can integrate it using BYOC.

The third-party channel you are integrating may have limitations. For example, WhatsApp channels rely on templates that are stored in Meta. A BYOC WhatsApp channel does not have the same authorization that a native Digital Experience WhatsApp channel has to access these templates.

Before configuring the integration, plan how your middleware will function and interact with CXone. You must have the middleware before configuring anything in CXone.

You can learn about setting up a BYOC integration on the Set Up BYOC for Proactive Digital help page.