Matt, maybe https://www.expertflow.com/customer-interaction/ . A customer's mobile number is a channel both for voice and for SMS, and any interaction from that customer (voice call or SMS message or chat) over any identify of his (such as MSISDN which covers both SMS or call). You can use the platform to interact bi-directionally in chat with the customer using https://www.expertflow.com/chat/ , either via SMS or Whatsapp or any other chat framework of your choice, either from the IVR or during an agent live chat session, with or without a chatbot.
