CORE MODULE

Understanding Core Modules

What you'll learn in this guide

Get familiar with the three core building blocks of CX Platform — what each module does, how they fit together, and where to turn when you need to send, receive, or look something up.

Overview

CX Platform is built around a modular architecture. Rather than one giant product trying to do everything at once, the platform is split into focused modules that each handle a specific job — and they're designed to work together so your data, communications, and records all stay connected.

At the heart of the platform sit three Core Modules: Send, Receive, and Archive. Between them, they cover the full lifecycle of customer communications — going out, coming back in, and being safely stored for the long haul.

There are also Add-On Modules (Generate and Verify) that extend the platform when you need them, but we'll cover those in their own guides. This article focuses on the three core ones you'll likely use day to day.

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Good to know
‍The modules you see in your platform depend on your licensing and system configuration. If something mentioned here doesn't appear in your navigation, it may not be enabled for your organisation.

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How the core modules fit together

It helps to think of the three modules as stages in a conversation with your customers:

  1. ‍Send is how you reach out — outbound communications across email, SMS, and print.
  2. ‍Receive is how customers reach back — inbound digital forms that capture data and feed it into your business systems.
  3. ‍Archive is the long-term memory — every communication and form response stored in one place, ready to be searched and retrieved.

Each module has its own workspace in the primary navigation, and each comes with its own set of features tailored to that job. Here's a quick rundown of what each one does and when you'd reach for it.

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The three core modules at a glance

Module What it does Key features
Send

An enterprise-grade module for automating and orchestrating outbound communications across email, SMS, and print — at scale.

If you're sending welcome emails, statements, service alerts, or any kind of customer notification, this is where you'll spend your time. It's built for regulated industries, so audit trails, approvals, and compliance controls are baked in.
  • No-code composition studio — design templates without a developer.
  • Asset library — keep brand-approved content in one place.
  • Next best channel automation — fall back to another channel if the first doesn't land.
  • Scheduling management — send by batch or event, on your timing.
Receive

A digital forms module for capturing inbound data securely and automating what happens next.

Receive replaces the old PDF-and-email shuffle with interactive, responsive forms. You'll use it whenever you need a customer to give you information — applications, updates, claims, surveys — and want that data flowing straight into your systems without manual rekeying.
  • Drag-and-drop editor — build forms visually, no coding required.
  • Pre-built toolset — 22+ ready-to-use components like dropdowns, file uploads, and signature fields.
  • Authentication tools — secure forms with two-factor authentication (2FA), multi-factor authentication (MFA), and Know Your Customer (KYC) verification.
  • Native actions enabling STP — straight-through processing into your business systems.
Archive

A secure, searchable record of every communication that's gone out and every form that's come in.

Archive gives you a single, unified view of customer correspondence — exactly as the customer received it. It's your go-to when call centre staff need to confirm what was sent, when auditors come knocking, or when you need to resend something on demand.
  • Real-time archival — communications and form responses land in the archive as they happen.
  • Configurable search filters — find what you need by date, channel, customer ID, and more.
  • Custom retention policies — set how long different correspondence types are kept.
  • Advanced metadata — track events like sent, opened, clicked, and bounced for a full audit trail.

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Why the modular approach matters

Because the modules share the same platform, data flows between them without extra plumbing. A form submitted through Receive can trigger a confirmation email from Send, and both the form response and the email end up in Archive — all linked to the same customer record.

It also means you can start with what you need today and get to know the other modules later. If you only need outbound communications right now, you can run Send on its own. When you're ready to capture inbound data or stand up a unified archive, the other modules slot in without a reimplementation.

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