Texting Built for NICE

Yes. Clerk Chat integrates directly with NiCE CXone, letting your agents handle text conversations (SMS, MMS, RCS) inside the same environment they already use for voice and chat. No additional tabs, no third-party apps — just a streamlined inbox that blends perfectly into your NiCE workflows. Inbound texts show up with context, routing follows your logic, and agents can respond instantly. It feels just like managing a live chat — only over the customer’s preferred messaging channel.

It does — and that’s a key benefit. Clerk Chat can text-enable your existing business numbers, whether they’re toll-free or local. This means you can keep your primary customer-facing number for both calls and texts, creating a seamless experience for your customers. They don’t need to learn a new contact number or channel. Everything — calls, texts, follow-ups — comes from the number they already know and trust. And because the number is verified and registered with carriers, it boosts deliverability and avoids spam filtering.

Absolutely. Clerk Chat supports branded, AI-powered outbound calling that fits naturally into your CXone call flows. You can design smart call scripts to qualify leads, confirm appointments, follow up on missed calls, or collect feedback — all with a human-sounding AI voice. If the customer doesn’t answer, you can automatically send a follow-up text or WhatsApp message instead. And if they do engage, the conversation can continue via messaging — keeping the thread alive without adding strain on your voice team. All activity is tracked and visible to your agents.

Yes, and it’s one of the most-loved features. Agents can send PDFs, images, videos, clickable links, and interactive messages through MMS or RCS — all from within NiCE. RCS also allows for branded headers, quick reply buttons, and enhanced UI elements right inside the customer’s messaging app. This is especially useful in industries like retail, healthcare, or logistics where visual confirmations or instructions matter. If the customer’s device doesn’t support RCS, we gracefully fall back to SMS or MMS. The experience is smooth and always optimized for delivery.

Definitely. Clerk Chat lets you automate entire workflows — from first-touch responses to multi-step follow-ups. For example, after an AI voice call or live interaction, you can automatically send a thank-you text, schedule a reminder, or trigger a re-engagement campaign. You can also use templates with dynamic fields (like first name, appointment time, or tracking link) to personalize every message. These automations save time, ensure follow-through, and maintain a consistent tone across agents. Whether you’re following up with a lead, confirming a booking, or closing a support ticket, Clerk Chat helps you do it faster — with less manual effort.

Clerk Chat is built for compliance from the ground up. We support full 10DLC and toll-free number registration, ensure opt-in/opt-out flows are followed, and automatically respond to keywords like STOP and HELP as required by carriers. We also guide you through campaign registration, helping avoid message blocking and filtering. TCPA compliance is baked in, and consent records can be stored for every contact. If you're sending sensitive data (e.g., billing info or healthcare reminders), we can help configure appropriate workflows that minimize risk and maintain trust. With Clerk Chat, your team gets the benefits of messaging — without legal headaches.