Channels
Message customers by email or SMS without leaving the record you are working on. SMS requires Twilio to be connected and is charged per message; email delivery uses Pipeline transactional email.
Threads and Replies
Messages are organised into threads, and incoming customer replies are captured so the conversation stays in one place.
Permissions
Sending messages is permission-controlled, so only users with the right access can message customers.
Failed Messages
If a message fails to send, Pipeline surfaces the problem so you can retry or fix the cause - for example a missing phone number or a disconnected Twilio account.