El mensaje correcto. WhatsApp. Justo ahora.
Activado por un insight de Pivony o cualquier paso de tu customer journey — Sonic envía un mensaje de WhatsApp personalizado, rastrea la respuesta vía webhook y cierra el ciclo automáticamente.
Pivony Sonic
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Hi Alex, your order has been delivered 📦
How was your experience? Reply 1 (poor) – 5 (great)
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Pivony Sonic · Insight → Action
The gap most CX leaders haven't named yet
You already collect feedback at scale. The bottleneck is not insight — it is the distance between knowing and doing.
Data richness, action poverty
Retail and ecommerce teams sit on tickets, NPS, reviews, and call logs — then summarize them in decks. The customer has already moved on.
Insight without a closed loop
Dashboards show that delivery complaints spiked. Nobody contacts the affected customers the same day. The report is accurate; the operation is late.
CX bandwidth that cannot scale
Your directors should decide strategy — not manually chase detractors across channels. That work belongs to agents, not headcount.
Analytics tool vs. agentic teammate
Pivony is not selling another chart. Sonic is the teammate that picks up the phone or sends the message when the signal fires.
Traditional CX stack
- Analysts read dashboards and prepare weekly summaries
- Outreach happens in batch campaigns or manual queues
- VIP churn signals surface after the customer switches
- Insight and action live in different tools and meetings
Pivony + Sonic
- Agents detect detractors, spikes, and VIP risk in real time
- Sonic reaches the customer on WhatsApp or by AI voice call
- Personalized outreach triggered by insight — not calendar
- Every response flows back into Pivony for the next decision
From signal to customer contact — one stack
Analysis and action stay connected. That is what makes Sonic strategic, not optional.
Pivony detects
Root causes, detractors, sentiment spikes, VIP complaints — across tickets, NPS, reviews, and calls.
Rules decide
Your team sets segment, priority, channel, and approval logic once — not case by case.
Sonic executes
WhatsApp message or AI voice conversation — outbound, personalized, tracked.
Loop closes
Responses and transcripts return to Pivony. The next action is informed, not guessed.
Built for teams drowning in data
Especially organizations with high feedback volume and slow time-to-action — retail, ecommerce, telecom, and enterprise CX.
Retail & ecommerce
Delivery issues, post-purchase CSAT, VIP recovery — at the volume where manual outreach breaks.
CX & customer ops leaders
Directors who need proof that insight turns into same-day customer contact, not another slide.
Product & experience teams
Connect voice-of-customer signals to automated outreach without waiting for the next sprint planning meeting.
WhatsApp for speed. Voice for depth.
Channels are how Sonic executes — not the strategy. The strategy is closing the insight-to-action gap before churn compounds.
Dos formas de activar Engage
Insight-triggered
Pivony detects a detractor, negative sentiment spike, or VIP complaint — Sonic fires automatically before the customer churns.
- NPS score 0–6 detected
- Negative sentiment threshold crossed
- VIP complaint flagged
Process-triggered
Any event in your CRM, ERP, or order system sends a trigger via REST API — Sonic handles WhatsApp delivery or voice outreach and tracks responses.
- Order shipped → tracking number via WhatsApp
- Out for delivery → same-day alert
- Failed delivery → reschedule in-chat
- Subscription renewal reminder
- Appointment confirmation
Voice-triggered
High-priority signals — NPS 0–3, VIP churn risk, a serious complaint — trigger an outbound AI call. Sonic greets your customer, listens, asks follow-ups, and hands off to a human only when needed.
- NPS score 0–3 → immediate outbound call
- VIP churn risk flagged → proactive retention call
- Post-delivery complaint → same-day voice follow-up
Your customer talks to AI — not your call queue
COMING SOONWhen a message is not enough, Sonic calls your customer and handles the conversation. No script to read aloud — AI listens, responds naturally, and captures what customers actually mean. Everything lands in Pivony when the call ends.
Outbound AI call
Sonic · conversation in progress
Sonic AI
Hi Sarah, I'm calling on behalf of [Your Brand]. Do you have a minute about your recent delivery?Customer
Sure — it arrived late and the box was damaged.Sonic AI
I'm sorry to hear that. Which item was affected? I'll note it right away.Customer
The headphones. I bought them as a gift.Sonic AI
Got it. I can walk you through a replacement or refund — whichever works best.→ Transcript + sentiment flowing to Pivony
What happens on a voice call
- 1
Pivony flags a signal
Low NPS, VIP complaint, delivery issue — whatever rule you set.
- 2
Sonic calls your customer
An AI agent introduces itself and opens a natural conversation.
- 3
AI handles the dialogue
Listens, asks follow-ups, offers next steps — escalates to a human only if needed.
- 4
Insights return to Pivony
Full transcript, sentiment, and summary ready for your team to act on.
AI calls — you stay out of the queue
Sonic places the outbound call within seconds of a trigger. Your team does not need to dial — AI runs the first conversation.
Real conversation, not a robocall
Customers speak freely. Sonic adapts to what they say, clarifies details, and keeps the dialogue moving.
Every call feeds Pivony
Live transcription and sentiment analysis flow back automatically — ready for root cause analysis and follow-up actions.
How Sonic Works
Cualquier disparador — insight o proceso — se convierte en una conversación de WhatsApp con seguimiento completo por webhook.
Trigger
Pivony insight or any business process
AI Decision
Segment, priority and channel selection
Channel
WhatsApp or voice call
Message sent → Webhook
Voice Call
AI talks to your customer → Pivony
Sonic automatically selects the right channel based on customer segment, time of day, and previous interaction history — or you can set fixed rules.
Arquitectura de nivel empresarial
On-Prem, Google Cloud o AWS
Despliegue en sus propios servidores o en entornos de Google Cloud o AWS que usted controle. On-prem mantiene los datos en su infraestructura; las opciones cloud encajan con equipos ya estandarizados en GCP o Amazon.
Cola inteligente con REST API
Encolado de mensajes de alto rendimiento vía REST API. Limitación de tasa inteligente, lógica de reintento y confirmación de entrega integradas.
Plantillas dinámicas
Plantillas de mensaje aprobadas por Meta con campos de fusión dinámicos — nombre del cliente, ID de pedido, códigos de descuento y variables personalizadas.
Bucle de feedback por webhook
El estado de entrega y las respuestas de los clientes regresan en tiempo real vía webhook de WABA — cada respuesta queda registrada y es accionable.
Panel de reportes
Historial completo de comunicaciones, tasas de entrega, tasas de respuesta y registro de logs — todo en un panel web accesible para tu equipo.
Seguridad y registro de auditoría
Despliegue en sus servidores, Google Cloud o AWS. Registros de auditoría de mensajes enviados o aprobados. Acceso alineado con sus políticas de seguridad.
Envío automático o manual
Define reglas para enviar automáticamente cuando un disparador se activa, o deriva primero a un agente humano para aprobación con 1 clic. Los flujos híbridos están totalmente soportados.
⚡ Automatic — fires the moment the rule matches
👤 Manual — 1-click approval from agent panel
🔀 Hybrid — critical messages always need approval
Precios transparentes
Tu factura separa claramente las tarifas de la plataforma Pivony de los costes de tráfico de conversaciones de Meta. Pagas directamente a Meta solo por los mensajes que realmente envías — sin recargos, sin paquetes.
Software license
On-prem, GCP, or AWS
Meta traffic
Directly to Meta
Para qué usan los equipos Engage
Notificaciones de envío
Reemplaza el SMS por WhatsApp en todo el recorrido de entrega — enviado, en reparto, entregado, intento fallido. 98 % de apertura frente al 20 % del SMS. Los clientes pueden responder directamente si algo sale mal.
Recuperación de abandono
Llega a los detractores en minutos tras su feedback — con un mensaje personalizado antes de que cambien.
CSAT tras la entrega
Dispara una comprobación de satisfacción en el momento en que un pedido se marca como entregado. Captura el CSAT en WhatsApp — sin enlace a encuesta.
Compensaciones y ofertas
Envía un código de descuento o un crédito de servicio a un VIP que tuvo una mala experiencia. Automático o aprobado por un agente.
Alertas proactivas
Avisa a los clientes afectados sobre un problema conocido antes de que contacten con soporte — reduce el volumen entrante.
Lo que incluye cada implementación de Engage
Inicia la conversación. En WhatsApp.
Solicita una demo y te guiaremos por un flujo de Sonic en vivo — activado desde tus datos, entregado en WhatsApp y rastreado de extremo a extremo.