Frequently Asked Questions

CapEngage is an AI-native customer engagement and revenue automation platform. It eliminates fragmented point tools by consolidating real-time customer data, predictive AI decisioning, and omnichannel message delivery across WhatsApp, RCS, SMS, Email, Web/Mobile Push, and In-App overlays into a single unified operating system. It enables growth, marketing, and RevOps teams to automate lifecycle engagement with 85% less manual campaign overhead while lifting messaging ROI by up to 13x.

Traditional CDPs and CRMs (like Segment, Salesforce, or HubSpot) are passive databases requiring marketers to manually build static cohorts, write generic copy, and manage fragile rule trees. CapEngage is AI-native and active: it unifies real-time event streaming with goal-driven AI decisioning to autonomously select the next best action, optimal channel, and personalized content for each individual user based on live telemetry.

Legacy platforms are campaign-centric and siloed, forcing teams to pay for multiple disconnected point tools (CDP, email MTA, WhatsApp gateway, push server, and standalone AI copywriters). CapEngage consolidates your entire customer engagement stack into a single unified AI engine, reducing software spend by up to 65% while delivering 13x higher ROI through real-time autonomous triggers.

CapEngage natively orchestrates 7 distinct channels from a single visual canvas: (1) Official Meta 2-way WhatsApp Business API with interactive buttons, carousels, and catalog cards, (2) Imly high-delivery Email with dedicated IP pools and Deliverability Shield, (3) Global SMS shortcodes and longcodes with 100% Indian DLT compliance, (4) Google-verified Rich Communication Services (RCS), (5) Web Push for desktop and mobile browsers including iOS 16.4+, (6) Mobile In-App and Push Notifications for iOS and Android, and (7) High-converting Web Overlays and slide-ins.

CapEngage's identity resolution engine uses a deterministic identity graph that links first-party identifiers (phone number, email address, external CRM ID, and user ID) with anonymous web cookies and device push tokens. When an anonymous visitor authenticates or interacts with a campaign, their entire past event history merges instantly into a unified, real-time 360° golden customer profile.

CapEngage processes inbound event streams (page views, cart additions, transaction webhooks, chat replies) in sub-50 milliseconds via a distributed Apache Kafka event backbone capable of processing over 10 billion events per month with a 99.9% enterprise platform uptime SLA.

Our lightweight edge models compute 1:1 next-best-actions and recommendation arrays in sub-10ms at the CDN edge. Because payloads are delivered with pre-allocated layout dimensions and rendered before the browser paints, your web and mobile applications experience zero visual layout shift (CLS), protecting your Google Core Web Vitals scores.

CapEngage AI Agents are goal-driven autonomous software agents powered by large language models (LLMs) and reinforcement decision models. Given an objective (such as 'qualify all inbound ad leads' or 'recover abandoned shopping carts'), an agent analyzes live user behavior, propensity scores, and past channel affinities to autonomously execute personalized outreach, handle replies, and trigger follow-ups.

The decisioning engine evaluates real-time event telemetry against predictive affinity algorithms. It determines which channel the user is most likely to open (e.g., WhatsApp vs. Email), computes optimal send-time windows based on historical engagement patterns, and generates personalized message copy tailored to the user's specific cart contents or stage in the sales cycle.

CapEngage provides 4 configurable autonomy tiers: (1) Manual Approval Mode (drafts queued for human review), (2) AI-Assisted Mode (AI suggests copy for 1-click rep approval), (3) Semi-Autonomous Mode (AI executes within strict segment/budget boundaries), and (4) Fully Autonomous Mode. You can configure global frequency caps, quiet hour rules, and mandatory approval gates on sensitive customer segments.

The Visual Agent Builder is a 100% no-code drag-and-drop studio. Marketing, growth, and RevOps teams can configure triggers, conditions, prompts, fallback branches, and goals visually in minutes. Developers can also extend agents with custom REST API webhooks and JSON payload transformations.

We enforce strict grounding through our enterprise Vector Retrieval-Augmented Generation (RAG) pipeline, negative boundary prompts, deterministic fallback rules, and automated PII and toxicity filters before any response is transmitted.

Yes. Agent Builder supports tool calling via standard REST APIs and secure webhooks. Agents can check live warehouse inventory, fetch real-time flight or hotel availability, generate dynamic discount codes, update CRM deal stages, or book calendar appointments autonomously.

CapEngage processes inbound lead webhooks and chat messages with sub-50ms event processing and generates contextually verified AI responses in under 2 seconds across WhatsApp, Web Chat, and RCS.

Strictly NO. CapEngage utilizes enterprise-grade private LLM inference endpoints. Your customer data, conversation transcripts, and proprietary knowledge bases are never shared with public foundational model providers or used for public training.

Yes. CapEngage is an official Meta Business Solution Provider (BSP) utilizing official Cloud API infrastructure. This ensures 100% compliance with Meta messaging policies, Tier-4 highest message throughput (unlimited messages/day), zero risk of unofficial number bans, and full support for interactive components.

Our dedicated telecom and onboarding team assists enterprise clients through the official Meta Green Tick verification process, including Business Manager authentication, domain verification, and notable brand submission.

Yes. CapEngage supports high-volume targeted WhatsApp broadcasts to opted-in customer lists. You can segment contacts dynamically, personalize content with custom CRM attributes, schedule dispatches by user timezone, and track delivery, open, click, and conversion metrics in real time.

Using our direct Meta Cloud API integration and built-in template compliance pre-checker, most marketing, utility, and authentication templates receive approval from Meta within 5 to 15 minutes.

Yes. You can seamlessly migrate your existing WhatsApp Business API phone number and Two-Step Verification PIN to CapEngage without any downtime, message disruption, or loss of verified Green Tick status.

Yes. CapEngage supports Meta's latest interactive formats including Multi-Product Catalog Messages, Single-Product Cards, Carousel Cards (up to 10 scrollable cards with custom buttons), Call-to-Action buttons, and Quick-Reply chips.

Yes. CapEngage integrates natively with Google Calendar, Outlook, and Calendly. When a prospect expresses interest on WhatsApp, the AI agent presents real-time open slots, confirms the booking in 1 tap, and creates calendar invites with video conference links instantly.

Yes. CapEngage supports native WhatsApp Pay as well as 1-tap checkout links via Razorpay, Stripe, PayU, and Cashfree. Customers can view invoices, select payment methods, and complete purchases without leaving the WhatsApp thread.

Imly is CapEngage's proprietary enterprise Mail Transfer Agent (MTA) and Email Service Provider infrastructure. Unlike standard SaaS email tools that place users on shared, noisy-neighbor IP pools, Imly provides dedicated IP pool allocation, sub-second SMTP/REST APIs, automated Deliverability Shielding, and inbox placement optimization engineered for high-volume senders.

Deliverability Shield is our automated email protection suite that validates SPF, DKIM, DMARC, and BIMI DNS records, monitors real-time ISP blacklist feeds, runs automated spam-trap suppression, and continuously scores domain reputation across Gmail, Yahoo, and Microsoft 365.

When you onboard a dedicated sending IP, Imly's Algorithmic Warmup Engine gradually ramps up sending volume across major mailbox providers over a 2 to 4 week schedule, establishing pristine sender reputation without triggering ISP spam filters.

Yes. Imly supports multi-pool IP isolation and sub-accounts. You can route mission-critical transactional emails (OTPs, password resets, payment receipts) through a dedicated high-reputation IP pool while sending promotional marketing campaigns through a separate dedicated pool.

Migration is seamless. Imly offers drop-in REST API parameter parity and standard SMTP relay credentials. Most engineering teams switch over their transactional and marketing sending pipelines within a single afternoon with zero downtime.

Brand Indicators for Message Identification (BIMI) displays your official verified company logo directly in the Gmail and Apple Mail inbox next to incoming messages. CapEngage validates your DMARC enforcement policy and helps you configure SVG logos and VMC records for maximum email trust and open rates.

Imly provides sub-second webhooks for 12+ granular event types including dispatch latency, accepted, delivered, hard bounce, soft bounce, spam complaint, open, click, and unsubscribe—with full searchable SMTP diagnostic logs.

Rich Communication Services (RCS) is the modern upgrade to SMS, offering verified sender badges, rich media carousels, and interactive action chips directly in the default messaging app on Android and iOS 18+. CapEngage detects recipient device compatibility in real time: if a phone does not support RCS, the message automatically falls back to an optimized SMS with trackable shortlinks.

CapEngage integrates directly with all major Indian telecom DLT portals (Jio, Airtel, Vodafone Idea, BSNL). You can register your Principal Entity (PE) ID, sender headers, and content template IDs directly inside CapEngage for 100% compliant, friction-free dispatches.

Our high-priority transactional OTP pipeline delivers 99.4% of SMS authentication messages in under 800 milliseconds via direct SMPP connections to tier-1 telecom operators.

Yes. CapEngage fully supports Web Push notifications on iOS 16.4+ (when saved as a PWA/Home Screen app), macOS Safari, Google Chrome, Mozilla Firefox, and Microsoft Edge.

Instead of immediately triggering the browser's native permission popup (which users often dismiss permanently), CapEngage displays an interactive 2-step soft prompt explaining the value of notifications (e.g., 'Get instant order updates & flash sale alerts'), increasing opt-in conversion by up to 34%.

No. Our lightweight web tracking and overlay script is under 12KB gzipped, loads asynchronously via global CDN edge nodes, and causes zero layout shifts (CLS), ensuring 100% compliance with Google Core Web Vitals (LCP, CLS, INP).

You can configure global and channel-level frequency caps (e.g., maximum 2 promotional messages per user per 48 hours) as well as automated quiet hour windows (e.g., no non-urgent marketing between 9:00 PM and 9:00 AM in the recipient's local timezone).

CapEngage provides official API integrations with LinkedIn (Company Pages & Personal Profiles), X (formerly Twitter), Instagram (Business & Creator Accounts), Facebook Pages, YouTube Channels, TikTok Business Accounts, Pinterest, and Meta Threads.

The unified inbox captures direct messages, post comments, and paid ad comments in real time. AI sentiment algorithms tag priority inquiries, allowing team members to respond directly, assign tickets to teammates, or trigger context-preserving handoffs into your CRM or Zendesk.

Yes. CapEngage includes multi-tiered approval chains. External agency partners or junior creators can draft and queue posts, which require formal sign-off from brand managers or legal reviewers before being scheduled or published.

Every link published through CapEngage is tracked with automated UTM parameters. When a follower clicks, visits your site, and completes a purchase or demo form, CapEngage's Customer Data Platform associates that conversion with the specific post, campaign, and network.

CapEngage supports First-Touch, Last-Touch, Linear, Time-Decay, Position-Based (U-Shaped / W-Shaped), and AI-Weighted Algorithmic attribution with custom lookback windows ranging from 1 hour to 90 days.

You can automatically reserve a randomized 5-10% control holdout group for any campaign. CapEngage scientifically compares conversion rates and AOV between exposed and unexposed groups to calculate true incremental revenue lift.

Yes. CapEngage supports automated daily batch exports and real-time event streaming into Snowflake, Google BigQuery, Amazon Redshift, and Databricks, enabling seamless visualization in Tableau, PowerBI, or Looker.

CapEngage provides native bi-directional connectors for Salesforce (Sales Cloud, Marketing Cloud), HubSpot (all hubs), Zoho CRM, Pipedrive, Microsoft Dynamics 365, LeadSquared, and Sell.Do. Contact properties, lifecycle deal stages, WhatsApp conversation transcripts, and lead scores synchronize in real time.

Yes. CapEngage offers native bi-directional sync with Snowflake, Google BigQuery, Databricks, and Amazon Redshift. You can import custom SQL cohorts directly into CapEngage and stream raw live event telemetry back into your warehouse.

CapEngage offers 1-click apps and integrations for Shopify, Shopify Plus, WooCommerce, Magento (Adobe Commerce), and custom headless commerce stacks, syncing product catalogs, abandoned carts, orders, and customer tags automatically.

Yes. CapEngage provides an extensive REST API, real-time inbound/outbound Webhooks, a lightweight Web JavaScript SDK, and native mobile SDKs for iOS (Swift), Android (Kotlin), React Native, and Flutter. Full interactive API documentation is available at ai.capengage.com/docs/.

Yes. CapEngage connects with Zendesk, Freshdesk, Zoho Desk, and Salesforce Service Cloud. When an AI agent determines that a complex query requires human intervention, it transfers the conversation with full context and customer history to your support desk seamlessly.

Yes. CapEngage integrates with Zapier and Make, allowing you to connect 5,000+ business applications to trigger journeys, sync leads, and update contact attributes with zero code.

CapEngage is engineered with enterprise security controls aligned with SOC 2 Type II and ISO 27001 standards, GDPR compliant with automated Data Processing Agreements (DPA), HIPAA ready with Business Associate Agreements (BAA), and compliant with India's Digital Personal Data Protection (DPDP) Act, CCPA, and tokenized payment architectures.

Yes. CapEngage provides HIPAA-ready architecture and signs Business Associate Agreements (BAA) on designated enterprise healthcare plans with hospitals, diagnostic labs, telehealth providers, and healthtech platforms. All Electronic Protected Health Information (ePHI) is encrypted, access-controlled with multi-factor authentication, and maintained with immutable audit logs.

We provide automated consent management, granular opt-in/opt-out tracking, automated Right-to-be-Forgotten (data erasure) APIs, Subject Access Request (SAR) exports, and data minimization controls to support compliance with global data protection regulations.

CapEngage operates out of enterprise-grade cloud data centers (AWS & GCP). We offer dedicated regional data residency options in the European Union (Frankfurt/Dublin), India (Mumbai), and the United States (Virginia/Oregon) to satisfy strict data sovereignty requirements.

All customer data is encrypted using industry-standard AES-256 encryption at rest and TLS 1.3 in transit with perfect forward secrecy. Encryption keys are managed via dedicated Hardware Security Modules (HSM).

Yes. CapEngage provides Enterprise Single Sign-On (SAML 2.0 / Okta / Azure AD / Google Workspace), fine-grained Role-Based Access Control (RBAC) with custom permission sets, and immutable audit logs detailing every configuration and data export action.

No. CapEngage connects to third-party social networks and CRMs exclusively via official OAuth 2.0 token authorization with scoped permissions, ensuring your raw passwords and master credentials are never accessed or stored.

CapEngage offers transparent tiered monthly and annual plans priced in INR, based on Monthly Tracked Users (MTUs) and AI Agent executions. Base packages start at ₹4,999/month for the Starter tier and scale through Growth, Pro, and custom Enterprise tiers.

Yes. We offer a 14-day full-featured sandbox account with 10,000 complimentary AI agent execution credits, full channel access (WhatsApp API, Imly Email, SMS, RCS, Push), and pre-built journey templates. No credit card is required to sign up.

Yes! CapEngage features modular channel pricing. When customizing your package, you can select a Starter tier for Email while picking a Pro tier for WhatsApp or AI Agents, giving you total flexibility to match your specific marketing mix.

SMS dispatches in India are billed transparently at ₹0.18 per DLT-approved 160-character segment. Google-verified RCS rich interactive messages with action buttons are billed at ₹0.24 per message.

Yes. Base plans include 100,000 free push dispatches per month, with transparent volume overage at ₹0.01 per push notification beyond the included allowance.

If you exceed your plan's included contact limits, emails, or WhatsApp conversations, overages are calculated transparently at the end of the billing cycle at our published metered rates with no surprise penalties.

We accept all major Credit/Debit cards (Visa, MasterCard, American Express), UPI, NetBanking, RuPay, and Direct Bank Wire/ACH transfers. All Indian business accounts receive 100% GST-compliant tax invoices with input tax credit eligibility.

Yes. You can upgrade from monthly to annual billing at any time from your billing settings to instantly activate the 20% annual discount.

CapEngage integrates with your store in real time to detect cart abandonment events. Within 15-30 minutes, an AI agent dispatches an interactive WhatsApp message with dynamic cart images and 1-tap checkout links, recovering up to 28% of abandoned revenue. Automated back-in-stock alerts notify waitlisted shoppers immediately upon inventory replenishment.

CapEngage dispatches interactive WhatsApp appointment reminders with 1-tap 'Confirm' and 'Reschedule' buttons that update HMS calendars in real time. Diagnostic lab reports are shared via tokenized, time-limited encrypted download links sent to verified patient numbers, fully complying with HIPAA standards.

Yes. CapEngage delivers high-resolution PDF brochures, floor plan carousels, and project location pins on WhatsApp. AI agents qualify buyer budgets and schedule property visits, sending automated 24h and 2h calendar reminders to maximize weekend site visit show-up rates.

Our AI Admissions Counselor answers course eligibility questions 24/7 based on your prospectus. It runs separate automated communication tracks for students (course specs) and parents (fee structures/hostel safety), and allows students to submit document photos directly in WhatsApp chat.

CapEngage delivers vehicle spec sheets and price lists on WhatsApp, qualifies financing readiness via interactive EMI calculators, schedules test drives, and tracks vehicle delivery dates to trigger automated service due reminders with 1-click valet pickup booking.

CapEngage delivers 1:1 private WhatsApp perks (such as complimentary room upgrades or dining credits) to recover abandoned bookings without violating OTA rate parity clauses. In-stay guest concierge agents handle room service, spa booking, and multi-lingual queries in 50+ languages.

Our dedicated solutions engineering team provides turnkey migration assistance. Using 1-click import wizards and API pipelines, most marketing and growth teams complete full contact list migration, tag mapping, WhatsApp number porting, and template transfers within 24 to 48 hours with zero sending downtime.

We guarantee a 99.9% platform availability SLA backed by contractual service credits. Enterprise customers receive a guaranteed <15-minute response SLA for P1 production outages with 24/7 dedicated telephone, Slack Connect, and Microsoft Teams escalation channels.

Yes. Enterprise accounts are paired with a dedicated Customer Success Manager and Solutions Architect who lead technical onboarding, campaign architecture reviews, monthly deliverability audits, and deliver custom agent engineering.

You can submit a ticket under the 'WhatsApp & Channels' category with your Meta Template ID. Our Meta-certified specialists review the rejection reason against Meta guidelines and assist with template rewording and resubmission.

Visit our official live status dashboard at status.capengage.com for real-time uptime metrics, webhook delivery latency, and scheduled maintenance notices.