Engagement Channels

Reach contacts however
they prefer to respond.

Every OaaS channel is two-way. The contact's response is always captured, recorded, and written back to your CMS — whichever channel they use.

AI Voice

Natural language AI phone calls.

Voice AI is a completely separate channel from IVR. Where IVR uses a fixed keypad menu, Voice AI uses an AI agent that speaks to the contact in natural language and listens to their spoken response. No keys to press. No menus to navigate.

The AI agent is constrained to the Resolution Group configured for the engagement — it presents the offered options, refuses any off-list request, and falls back to operator escalation if the contact fails verification or the call gets stuck. Every call is transcribed and the recording is saved alongside the transcript for audit.

  • Natural conversation — contact speaks their response aloud
  • PIN verification via voice or DTMF keypad — contact's choice
  • Wrong-person detection — if someone else answers, OaaS logs it and moves on
  • Operator bridge — bridges live call to your team with a private whisper
  • 8 configurable voice personas (OpenAI: alloy, ash, ballad, coral, echo, sage, shimmer, verse)
  • Call recording + full transcript linked to CMS activation
  • Legal disclosure preamble configurable per company
Engagement transcript header
AI Voice conversation transcript

Full conversation transcript — saved and linked to the CMS activation

OaaS AI Chatbot
AI Chatbot

Full AI dialogue — delivered by link.

A chatbot engagement is delivered by SMS or email. The contact taps the link and a chatbot interface opens directly in their browser — no app download required. The chatbot uses a full AI model to converse naturally and confirm the resolution in plain language.

If the contact prefers not to chat, they can tap one of the Resolution Group buttons directly. Either way the outcome is captured. The chatbot interface can be fully branded with your monitoring centre's logo, accent colour, and display name.

  • Delivered by SMS or email link — configurable per plan
  • Full AI conversation — understands natural language responses
  • Resolution Group buttons as fallback — no chat needed
  • Branded with your logo and colour
  • Verification code challenge before details are revealed
  • Full conversation history saved and linked to CMS activation
IVR

Reliable keypad-based phone response.

IVR uses a fixed keypad menu delivered via automated phone call. The contact listens to the script and presses a key to choose their response. Simple, reliable, and works on any phone without internet access.

IVR and Voice AI are both available as channel options — you can use both side by side or pick whichever suits each customer's preference. IVR scripts, prompts, and resolution options are all configurable per plan.

  • Keypad response — no internet required on contact's device
  • PIN verification before alarm details are disclosed
  • LTC and OOH schedule extensions via keypress
  • Voicemail detection — treats as unanswered, moves to next contact
  • Custom voice scripts with site name, alarm type, time placeholders
  • Configurable voice provider and persona per company
IVR call example
SMS

Two-way SMS conversations.

OaaS sends SMS notifications and supports two-way SMS conversations. Contacts reply directly to the message to resolve the activation — simple, fast, no app required. SMS can also carry the chatbot link for contacts who prefer a full conversation.

  • Two-way reply conversations
  • Can carry chatbot link for richer interaction
  • Keyword-based response matching
  • Verification code challenge supported
  • Configurable templates with site and alarm placeholders
Email

Notification and two-way email.

OaaS sends email notifications with optional two-way reply capability. Contacts can respond directly to the email to resolve or acknowledge an activation. Email can also carry the chatbot link, opening a full AI conversation in the contact's browser.

  • Notification-only or two-way reply — configurable per plan
  • Can carry chatbot link for full AI conversation
  • Custom SMTP — send from your own domain
  • Branded email templates per company

Stop paying operators to handle alarms OaaS can resolve in seconds.

OaaS runs 24/7, responds faster than any operator, and costs a fraction of the price.

See How It Works →