Know your customer's history. Act before the problem grows.
Reach out before the guest complains. Sonic Engage sees each customer’s history and behaviour in Customer 365, not just the last event, and acts on WhatsApp through your rules and approval flow. SMS coming soon.
Sonic Engage by Pivony
Not a survey tool. Not a one-off message.
Sonic Survey asks; Sonic Engage acts. It starts from what Customer 365 knows about the customer, so the right people hear from you at the right time, with your approval.
Typical outreach
- Reacts to the last event only
- No view of the customer’s history or behaviour
- The same message for everyone
- Sends without anyone checking
Sonic Engage
- Knows the customer’s history and behaviour from Customer 365
- Your rules decide who to reach and when
- Runs automatically or waits for 1-click approval
- Replies return to Pivony and close the loop
How it works
Customer 365 knows
Repeated low ratings, a sentiment drop, a customer gone quiet
Your rules decide
Segment, channel, approval level — set once
Sonic Engage acts
A WhatsApp message goes out, automatically or after approval
Loop closes
Replies return to Pivony
| Rule | Trigger | Channel | Approval | Status |
|---|---|---|---|---|
| Detractor recovery | nps_detractor | automatic | active | |
| Delivery notification | order_shipped | automatic | active | |
| VIP churn alert | vip_risk | manual | active |
Rules run automatically — or wait for 1-click approval.
Why act with Sonic Engage
365
Customer history behind every action
From Customer 365: ratings, sentiment, silence
1 click
Approval before sending
Or let a rule run automatically
98%
WhatsApp open rate
vs. 21% email avg (Meta Business benchmark)
Audit
Every message logged
Sent or approved, with who and when
WhatsApp today. SMS coming soon.
WhatsApp outreach
- Detractor recovery within minutes of an NPS signal
- Operational updates across the delivery journey
- A proactive check-in when a customer’s sentiment drops
- SMS when WhatsApp isn’t delivered — coming soon
98% open rate(Meta Business benchmark)
Sonic Engage
online
Hi Alex, your order has been delivered 📦
How was your experience? Reply 1 (poor) – 5 (great)
09:42 ✓✓
2
09:43 ✓✓
We're sorry 🙏 We've passed this to our team and will get back to you today.
09:43 ✓✓
Sonic Engage · Insight → Action
Asking by phone? That’s Sonic Survey.
- AI phone surveys from a list or a CRM event
- Calling hours, retries, a limit on calling the same number
- Answers flow into Customer 365, where Engage picks them up
Where Sonic Engage pays for itself
Detractor recovery
NPS 0–6 detected → WhatsApp sent before customer churns.
Delivery journey
Order shipped/delivered/failed → automated operational messages.
VIP protection
A high-value customer’s history shows risk → proactive WhatsApp, with approval.
Built for enterprise CX
Integrated with your platform and internal systems
Act on Pivony insights, Customer 365 rules, a webhook from your CRM or other systems, or a manual send.
Approval queue
Per rule, send automatically or wait in the queue for one-click approval.
Dynamic templates (Meta-approved)
Message templates with dynamic merge fields — customer name, order ID, and custom variables.
Audit trail + access controls
Audit logs for every message sent or approved. Access aligned with your security policies.
Transparent pricing. No bundles.
Software license
Pivony platform fee (contact us for quote)
Meta traffic
Paid directly to Meta, no markup
Survey asks. Customer 365 knows. Engage acts.
Customer 365
Knows each customer by history and behaviour, not just the last event.
See Customer 365 →Sonic Engage
Acts before the problem grows: your rules, an approval flow, WhatsApp (SMS coming soon).
You are hereReady to act before customers complain?
In 30 minutes, we'll map a live workflow from a Customer 365 signal to Sonic Engage outreach using your industry's scenarios. No deck. No generic demo.
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