Smart Channel & Omnichannel STO:
The Smart Duo for High-Performing Campaigns
Every message, on the right channel,
at the right time — automatically
With Smart Channel and Omnichannel STO, your campaigns reach peak performance by sending each message on the channel your contacts engage with most — exactly when they’re most likely to act.
Three Big Wins
More Engagement
Every message is sent on the most relevant channel and at the ideal time to fully capture your contacts’ attention.
Better Performance
Drive more opens, clicks, and conversions with smart, automated personalization.
Time Back
Automation takes care of the heavy lifting so you can focus on strategy, not manual tasks.
How It Works
Smart Channel
- The system analyzes each contact’s past interactions (clicks) across all active channels.
- Every 24 hours, the data is automatically updated to identify the most engaging channel for each contact.
- In your automated campaigns, you simply:
Create your message in the desired formats: Email, SMS, Web Push, Mobile Push.
If multiple channels are equally engaging, a configurable fallback logic is automatically applied.
If no channel is identified or if the most engaging channel is not used in the campaign, you can set a replacement channel directly in the Smart Channel node settings.
STO-Omnichannel
Email / Web Push / Mobile Push
- The algorithm identifies preferred time slots based on clicks and confirmed opens.
- Messages are sent at those times, taking into account each contact’s time zone.
- The algorithm identifies the ideal send time based on clicks.
- The feature automatically respects legal restrictions. For example, in France, SMS cannot be sent between 8 p.m. and 8 a.m. (local time).
- If the optimal time falls within a restricted slot, the message is automatically adjusted to the nearest authorized time.
- In your automated campaigns, you’ll find the Optimized Send Times option within the send node.
Use Cases
E-commerce
Abandoned cart recovery
You want to re-engage customers who left their shopping cart.
Smart Channel identifies the channel generating the most engagement for each contact (Email, SMS, Web Push, or Mobile Push). Omnichannel STO triggers the send at the moment when the contact is most receptive.
→ Result: more carts recovered, higher sales, and a highly personalized customer experience.
Entertainment
Flash
sale
You’re running a flash sale for an event happening soon.
Time is short: you don’t have time for multiple reminders.
With Smart Channel, each message is automatically delivered on the most engaging channel for each contact. Omnichannel STO ensures the message is sent at the ideal time to maximize conversions.
→ Result: wider reach, more conversions, and maximum efficiency even when every minute counts.
Healthcare & Services
Appointment reminders
You’re sending appointment reminders or important follow-ups.
With Smart Channel, each reminder goes out on the channel that generates the most engagement for each contact. Omnichannel STO ensures the reminder is sent at the most receptive moment while respecting legal sending constraints.
→ Result: fewer missed appointments, more respected follow-ups, and a smoother, more satisfying customer experience.
Want to Make
Every Communication Count?
Combine Smart Channel and Omnichannel STO to simplify your automated campaigns, maximize your results, and deliver a customer experience that’s smoother than ever.
FAQ
Which channels are compatible with Omnichannel STO and Smart Channel?
Email, SMS, Web Push, and Mobile Push.
How often is the data updated?
Every 24 hours, automatically.
Do I need to activate both features together?
No, you can use Smart Channel alone or Omnichannel STO alone. But together, they multiply the impact and performance of your campaigns.
Where can I view this information?
- Most engaging channel: contact profile
- Optimal send time: send configuration and campaign reports
Does Omnichannel STO take time zones into account?
Yes. Send time is calculated based on the time zone of the project the contact is in.
How are legal constraints (such as SMS) handled?
In France, SMS messages are automatically limited to authorized hours (between 8 a.m. and 8 p.m., local time), in accordance with regulations.
Can I set my own send time ranges?
Not at the moment. Only SMS restrictions in France are automatically managed.
What happens if the optimal time falls during a restricted period?
The algorithm suggests the optimal time, but the send is automatically shifted to the nearest permitted hour.
How can I check the actual send time?
The exact send time, including adjustments, is visible in the campaign report.
How is the most engaging channel determined?
The system analyzes interactions (clicks) across all channels. The channel generating the most engagement is designated as the primary one.
Note: at least 3 clicks on a channel are required for it to be considered in Smart Channel’s calculation.
What happens if multiple channels have the same number of clicks?
In case of a tie, a priority logic (fallback) is automatically applied, based on the order defined in your account’s “Other Configurations” section.
Who can use it?
Available for clients on the Grow or Boost plans.
Book your personalized demo today.
They do more with their data.
Large-scale retailing
With distributed marketing, E. Leclerc makes it easier to manage all of its banners.
Centralizing marketing activities enables teams to easily share information (data, content, etc.) in order to manage local and national activities efficiently while enhancing overall organizational performance.
Large-scale retailing
With distributed marketing, E. Leclerc makes it easier to manage all of its banners.
Centralizing marketing activities enables teams to easily share information (data, content, etc.) in order to manage local and national activities efficiently while enhancing overall organizational performance.