Communications Cloud
SMS, voice, email, and numbers with multi-carrier routing, delivery receipts, and the compliance handling each market needs.
The platform
One architecture, from the first message to the final outcome.
Communications, AI agents, orchestration, and analytics that share the same events and context. The channel that reaches the customer and the intelligence that decides what to do next live in the same system — so work moves through it without falling into the gaps between vendors.
Platform overview
Three layers that actually talk to each other
Each layer passes events and context to the next, so a delivered message, an agent's decision, and the business result are all part of one record instead of three disconnected logs.
AI agents
Agents that read intent, retrieve knowledge, call your tools, choose the right model for the task, and escalate to a person when they should.
Analytics & governance
Delivery, quality, intent, completion, and conversion in one view — with guardrails, audit trails, and approvals around the actions that matter.
<500msTypical response for live conversations
94%Completion on multi-step agent tasks
97%Reliability calling connected tools
99.9%Platform uptime commitment
Layer 01 · Connect
Communications Cloud
The channel and execution layer for everything above it — and a full CPaaS on its own.
Explore Communications Cloud →Messaging & verification
Transactional and marketing SMS, two-way messaging, and one-time passcodes with automatic fallback.
Voice & numbers
Outbound calls, IVR, inbound service, and local or toll-free numbers for two-way use.
High-deliverability transactional and marketing email with authentication and reputation handling.
Global routing
Multiple carriers per market with quality-aware routing and automatic failover.
Layer 02 · Automate
Agents that understand, decide, and act
Not a chatbot reading from a script. An AtomMatrix agent works a problem end to end — and knows when to stop and ask a person.
Intent & context
Interpret what the customer actually wants and carry that context across steps, channels, and sessions.
Knowledge retrieval
Ground answers in your approved documents and live business data instead of guessing — so responses match your reality.
Tool use
Call your systems to look up an account, create a record, process a request, or trigger the next step.
The right model per task
Send a quick classification to a fast model and a multi-step reasoning job to a stronger one — balancing speed, quality, and cost automatically.
Guardrails
Per-tenant content rules and safe fallback paths keep agents inside the lines you set, by industry and by use case.
Human handoff
Escalate sensitive, ambiguous, or high-value cases to the right person, with the full context attached.
Orchestration
Coordinating every decision and handoff
One flow moves an event through intent, knowledge, model selection, tools, fallback, and approval — without losing the thread.
Under the hood
Fast where it can be, careful where it must be.
Model routing
Each task goes to the model that fits it, so you don't pay reasoning prices for a yes/no classification.
Knowledge retrieval
Retrieval over your own content keeps answers current and specific to your business.
Response caching
Repeated context — system instructions, tool definitions — is reused instead of recomputed, cutting latency and cost on high-volume traffic.
Fallback & retries
When a step fails, the flow retries or takes an alternate path rather than dropping the request.
Layer 03 · Optimize
See performance from channel to outcome.
Communications events and agent results land in one analytics layer, so you can tell what worked without exporting to three other tools.
Explore AI Analytics →Channel performance
Delivery and answer rates, email engagement, and route health, broken down by market.
Agent performance
Task completion, escalation rate, resolution quality, and where flows stall.
Customer intelligence
Intent, sentiment, recurring themes, and the signals worth acting on.
Business impact
Funnels, conversion, retention, and the revenue or resolution at the end.
Security & governance
Controls built for regulated work.
Finance and education customers have to answer for how data is handled and how decisions are made. The platform is built so you can give straight answers.
Talk to our team →Identity & access
Control who can configure agents, workflows, integrations, and approvals, with roles that map to your org.
Guardrails & routing
Define allowed actions, safe fallback, and per-tenant content policy by industry and use case.
Audit & human review
Keep the events that matter, and route sensitive or high-value decisions to a person for approval.
Resilient infrastructure
Multi-region deployment, automatic failover, encryption in transit and at rest, and data residency where it's required.
Get started
Bring us a workflow.
Tell us the moment you want to handle better — a login, a reminder, a support thread, a campaign — and we'll map it to the right layers of the platform.
Talk to sales
Walk through your use case, regions, and volumes with someone who knows the platform. Start a conversation →
Explore the products
See the communications and AI products up close. Browse products →