Multichannel
Julian connects voice, SMS, WhatsApp, and chat into one conversation. A missed call triggers a text follow-up, and every outcome has a defined next step.
Multichannel connects voice, SMS, WhatsApp, and chat into a single continuous conversation rather than parallel attempts on separate channels. Same prospect, one sequence — every channel builds on the last. A completed call triggers a confirmation email; a missed call triggers an SMS follow-up with context. You set the intervals and attempt limits; Alice and Julian run the logic.
The problem this solves is specific: unknown numbers get ignored even when the timing is perfect. Multichannel means a missed call isn't a lost lead — it's the first step of a thread that continues by text.
Channels across both workers
| Channel | Worker |
|---|---|
| Alice | |
| Social | Alice |
| Phone / voice | Julian |
| SMS | Julian |
| Julian | |
| Chat | Julian |
The two workers coordinate rather than operating separately. A call Julian completes can trigger a confirmation email from Alice, on the same thread.
Automatic fallback
Fallback across channels is automatic, and every outcome has a next step.
| Outcome | Next step |
|---|---|
| Call not answered | Automatic follow-up text with context |
| Call completed | Confirmation email |
| Positive reply | Nurture via Smart Replies |
| No-show on a booked meeting | Re-engagement — see meeting scheduling |
| Chat abandoned mid-conversation | Follow-up on the channel the prospect prefers |
You configure the intervals between attempts and the attempt limits. Julian executes them at scale.
Choosing channels by region
Channel effectiveness is strongly regional. 11x's own guidance:
| Region | Preferred |
|---|---|
| EU, APAC, LATAM | |
| Where it performs | SMS |
| Where pickup rates are highest | Voice |
Don't apply one channel mix globally. A US-centric SMS-and-voice cadence performs poorly in markets where WhatsApp is the default business channel — and vice versa. Set the mix per region.
Configuring
Pick the entry channel per lead source
A phone-number form submission justifies a call. A chat initiation should continue in chat.
Set the fallback order
Usually voice, then text on the same thread. Escalate intrusiveness gradually rather than starting with the most intrusive channel.
Set intervals and attempt limits
Enough spacing that attempts read as persistence rather than harassment, and a hard cap so a prospect can't be contacted indefinitely.
Enable text warm-up
A short text before dialing tells the prospect who's calling, which materially improves pickup. See connection boosts.
Set the regional channel mix
Per market, not globally.
Confirm consent per channel
Consent for one channel is not consent for all of them.
Consent is channel-specific and jurisdiction-specific. A form submission that permits an email may not permit an SMS or an automated call. See consent and calling compliance.