OmnichannelEvery channel, one agent workspace.

Web chat, WhatsApp, Facebook, Instagram, email and SMS arrive in one inbox and are routed to the same agents and queues that handle your calls.

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For customers who message first.

Customers move between channels. Your team shouldn't have to move between tools to follow them.

01

Contact centres adding digital channels

Use your existing voice queues and agents to handle chat and messaging.

02

Businesses on WhatsApp and social

Meet customers on the channels they already use.

03

Teams that want one view

See conversation history, notes and customer tags across sessions.

What omnichannel helps simplify

  • Managing a separate inbox for every channel
  • Keeping context when a customer switches channel
  • Reporting on voice and digital together

One inbox per channel, one team behind them.

Connect as many inboxes as you need. Each links to a queue, so agents see only the conversations they should.

  • Channel inbox
  • Queue routing
  • Agent workspace

The channels and controls behind it.

Set up once, then run voice and digital from the same place.

Channels

Web chat, WhatsApp (widget or through Twilio), Facebook, Instagram, LINE, Gmail, Office 365 email and SMS. Dialogflow connects too.

Routing

Skills-based routing using the same queues and agents as voice.

Service quality

Optional satisfaction survey when a conversation is resolved, plus business hours and an out-of-hours message.

Conversation tools

Pre-chat form, private notes, customer tags and chat history across sessions, with conversations able to continue by email.

Plan your channels before you connect them.

Every channel needs an account or page behind it. A short checklist saves time later.

List your channels and accounts

Note which pages, numbers and mailboxes you will connect.

Decide who answers

Choose the queues and agents for each inbox.

Set hours and greetings

Agree business hours, welcome messages and the satisfaction survey.

Common questions

Meet customers on the channels they use.

Tell us which channels matter to your customers and we'll help you connect them.

Enquire about Omnichannel