What's the Difference Between SMS and Messages?

The idea of automation post human proactive and reactive conversational hand on the channel. The idea all needs to be connected by a single platform. I think it's going to be a huge new emergent job in customer service teams. You have things like a conversation designer, you're orchestrating when do the bots fire? How do they hand off the human? How do we teach them to get better? All that kind of stuff. To do orchestration really well, you kind of need the things in the one tool.