Welcome to DMLY - an AI-Powered Business Messaging Platform for managing customer conversations, contacts, automations, and messaging channels from a single dashboard.
This guide explains the key concepts and terms you’ll encounter while using DMLY, helping you navigate the platform and use each feature effectively.
Key Concepts & TerminologyA Workspace is the main organizational unit in DMLY. Each workspace has its own contacts, channels, team members, automations, broadcasts, and settings.
You can create multiple workspaces under one account to manage different businesses, brands, clients, or departments separately.
Channels are the messaging platforms you connect to DMLY, such as:
Facebook Messenger
Telegram
WebChat
Once connected, you can send and receive messages from all channels directly within DMLY.
The Team Inbox is a shared inbox where all conversations from every connected channel are displayed.
From the inbox, your team can:
Reply to customers
Assign conversations to agents
Add internal notes
Track conversation status in real time
An Agent (or Team Member) is a user with access to a workspace.
Agents can:
Respond to customer messages
Manage contacts
Handle conversations based on their assigned roles and permissions
Contacts are your customer records in DMLY.
Each contact can include:
Name and phone number
Connected channel
Tags and custom fields
Full conversation history
Contacts help you track and manage all customer interactions in one place.
Segmentation is the process of grouping contacts based on shared attributes such as tags, activity, or custom fields.
Segments are commonly used for:
Targeted broadcasts
Automation triggers
Audience filtering
Broadcasts are bulk messages sent to a selected group of contacts.
You can use broadcasts to send:
Promotions
Announcements
Updates or alerts
Broadcasts can be scheduled in advance and tracked for delivery and engagement.
Automations help you streamline repetitive tasks and respond instantly to customers.
An automation consists of:
Trigger – The event that starts the automation (e.g., new message received)
Conditions – Rules that must be met (e.g., contact has a specific tag)
Actions – What happens next (e.g., send a message, assign to an agent, add a tag)
Reports provide insights into your messaging activity and team performance.
They include:
Communications – Message volume, response times, and channel breakdowns
CSAT (Customer Satisfaction) – Customer feedback and satisfaction scores collected after conversations
Integrations allow DMLY to work with other tools and systems.
Available integration options include:
REST API – Programmatically manage contacts, messages, and automations
Webhooks – Receive real-time event updates (e.g., new message, contact created) in your own systems
Next StepNow that you understand the dashboard and core concepts, you can start connecting channels, adding team members, and setting up automations.
