Brilliance One Communications

Every conversation. Connected to the customer behind it.

Manage email, SMS, MMS, campaigns, replies, templates, lists, delivery activity, and communication history from one connected platform.

Brilliance One Communications keeps outreach tied to the accounts, contacts, customers, employees, campaigns, automations, and operational workflows that give every message context.

Explore Communications View Communication Controls
Email • SMS • MMS • Campaigns • Replies
Brilliance One communications management

Connected Outreach

Communication should be part of the customer record.

Bring messaging, campaigns, recipient lists, engagement activity, templates, and communication history into the same environment as the CRM and operational workflows behind them.

Channels

Email, SMS & MMS

Coordinate supported email, text, and multimedia messaging from one communication environment instead of separating every channel into a different workflow.

Audiences

Lists & Segmentation

Organize recipients using customer status, account type, role, employee group, vendor classification, campaign interest, custom lists, and other available business context.

Delivery

Multiple Sending Services

Manage supported SMTP services, messaging providers, sending domains, departments, links, and campaign identities within the broader communication platform.

Communication Channels

Reach people through the channel that fits the message.

Email

Business Email Outreach

Send supported transactional, operational, campaign, follow-up, and customer communications while keeping activity associated with the appropriate business context.

SMS

Text Messaging

Use SMS for supported reminders, notifications, updates, campaigns, customer engagement, and automation-driven communication.

MMS

Multimedia Messaging

Extend supported text-message workflows with media when the communication provider and use case allow it.

Campaigns

Build outreach around the audience and objective.

Organize messaging into campaigns so teams can coordinate recipients, content, sending identities, delivery activity, and available engagement information around a defined communication effort.

  • Email campaigns
  • SMS campaigns
  • MMS where supported
  • Recipient lists
  • Audience segments
  • Message templates
  • Campaign identities
  • Engagement visibility

Customer Context

A campaign should not exist separately from the CRM.

Keeping campaign activity connected to customer and account records can give teams a clearer view of what was sent, to whom, and how that outreach relates to the broader relationship.

Lists & Segmentation

Send to the people the message actually applies to.

Use available relationship and operational information to organize audiences instead of treating every contact as part of the same communication group.

Customers Group audiences around customer status, account relationships, or other available CRM information.
Leads Coordinate outreach based on available lead status, source, campaign interest, or sales context.
Employees Use appropriate employee or team groupings for supported internal communication.
Vendors Organize vendor, supplier, partner, or external business contacts where applicable.
Custom Lists Create purpose-specific recipient groups for campaigns, announcements, events, or operational messaging.
Business Context Use available tags, classifications, roles, statuses, interests, or module-specific information to refine audiences.

Dynamic Content

Use business data to make messages more relevant.

Where supported, communication content can use variables and connected record data so messages reflect the customer, account, appointment, status, or workflow behind them.

  • Names
  • Account information
  • Contact information
  • Appointment details
  • Status information
  • Customer-specific values
  • Workflow context
  • Business content variables

Personalization

Relevant communication starts with context.

Connected data can help teams avoid sending completely generic messages when the platform already knows meaningful information about the recipient and the workflow.

Delivery Infrastructure

One communication layer. Multiple delivery services.

Where configured, Brilliance One can work with multiple communication providers and sending identities without forcing every department or workflow into the same delivery configuration.

Email

SMTP & Email Providers

Configure supported email delivery services for transactional, operational, and campaign communication.

Messaging

SMS & MMS Providers

Use supported messaging providers for text and multimedia communication workflows.

Identity

Sending Domains & Brands

Organize supported sending domains, departments, campaign identities, and other communication configurations around the appropriate business context.

Communication + Automation

Messages can become part of the workflow.

Email and SMS can participate in Brilliance One Automations so routine communication can occur as part of defined business sequences rather than depending entirely on manual follow-up.

  • Welcome sequences
  • Lead follow-up
  • Customer reminders
  • Status notifications
  • Appointment communication
  • Operational alerts
  • Campaign follow-up
  • Internal notifications

Connected Workflow

Communication should happen because the business context calls for it.

Supported events and automation rules can determine when a message should be sent, while the communication module manages the delivery activity and associated history.

Keywords & Responses

Turn inbound text activity into a business action.

Where supported by the messaging configuration, inbound keywords can be used to help identify requests, capture interest, initiate replies, or begin downstream workflows.

1

Receive the Message

A customer sends a supported keyword or response to the configured messaging channel.

2

Interpret the Request

Match supported inbound activity with the appropriate configured response or business workflow.

3

Continue the Workflow

Send a reply, capture interest, update context, notify a team, or start another supported process.

Communication Controls

Scale outreach without abandoning governance.

Messaging tools should help teams manage consent, opt-outs, suppression, personalization, delivery information, and communication history while organizations remain responsible for their legal and policy obligations.

Consent

Opt-In & Opt-Out Context

Maintain supported consent, unsubscribe, and communication-preference information that workflows can reference when determining whether outreach is appropriate.

Suppression

Respect Do-Not-Send Rules

Use supported suppression management to help prevent configured communications from being sent to recipients who should not receive them.

Personalization

Dynamic Message Content

Use available variables and customer context to personalize communication while keeping templates and workflow behavior manageable.

History

Communication Visibility

Maintain supported delivery, response, campaign, and communication activity so teams can better understand the relationship history.

Engagement Visibility

Know what was sent. See what happened next.

Available communication and provider data can help teams review delivery activity, recipient engagement, responses, and campaign performance without separating that context from customer records.

Delivery Activity

Review available sent, delivered, failed, bounced, or other provider-supported delivery information.

Email Opens

Use provider-supported open information where available and appropriate.

Clicks

Review supported link-engagement activity associated with communication and campaign workflows.

Replies

Keep supported inbound responses connected to the communication and customer context behind them.

Campaign Performance

Compare available communication activity across supported campaigns and recipient groups.

CRM Context

Understand engagement alongside the account, contact, lead, or customer record rather than as isolated messaging statistics.

Connected Platform

Communication belongs inside the business workflow.

Brilliance One Communications can participate across customer, marketing, scheduling, financial, project, service, and operational workflows where supported modules and configurations are enabled.

Accounts

Keep customer, lead, vendor, partner, and contact communication associated with the appropriate relationship records.

Automations

Send supported email and SMS steps as part of repeatable business workflows.

Marketing

Coordinate lists, campaigns, outreach, audience activity, and communication history with broader marketing efforts.

Scheduling

Use supported appointment activity for confirmations, reminders, updates, and follow-up communication.

Accounting

Support appropriate financial notifications, invoice communication, reminders, and customer follow-up where configured.

Projects

Use supported project or task activity for operational notices, status communication, and team coordination.

Brilliance One Core

Communication is part of the Core foundation.

Brilliance One Core provides the accounts, users, permissions, security, settings, automation, and shared platform services that give communication activity its broader business context.

Core Workspace

Workspace modules. The shared foundation of Brilliance One.

Manage the core relationship, communication, automation, security, administration, and user capabilities that support the rest of your Brilliance One workspace.

Accounts

Accounts

Centralize customers, leads, vendors, partners, organizations, and contacts in one connected relationship record with communication history, activity, documents, tasks, financial context, and operational workflows.

Learn about Accounts

Automations

Automations

Build repeatable workflows that handle routine follow-up, trigger communications, apply actions, and move work forward based on defined business events and timing.

Learn about Automations

Addresses

Addresses

Store and organize physical locations for customers, vendors, facilities, offices, service locations, and other business relationships so address data stays connected to the records and workflows that use it.

Learn about Addresses

Communications

Communications

Manage email, SMS, MMS, replies, templates, campaigns, delivery activity, and communication history while keeping conversations connected to the customers, contacts, and workflows behind them.

Learn about Communications

Security

Security

Protect business and customer data with authentication, role-based permissions, security groups, controlled access, audit visibility, privacy-oriented controls, and security practices that extend across the Brilliance One platform.

Learn about Security

Settings

Settings

Configure organization-wide preferences, branding, defaults, system behavior, connected services, and other administrative options that shape how Brilliance One works across your business.

Learn about Settings

Tools

Tools

Access practical utilities for imports, exports, validation, data management, operational cleanup, and other administrative workflows that help teams maintain accurate information and work more efficiently.

Learn about Tools

Users

Users

Manage user identities, roles, permissions, security access, and workspace responsibilities so each person can access the Brilliance One capabilities and information appropriate to their role.

Learn about Users

Brilliance One Communications

Send the message. Keep the relationship connected.

Coordinate email, SMS, MMS, campaigns, recipient lists, templates, personalization, delivery activity, replies, communication safeguards, and customer history from one connected business platform.

Build an Estimate Discuss Communications

Brilliance One • Communications • Email • SMS • MMS • Connected CRM