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Omnichannel Service

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Enterprise Plan — This module is available on the Enterprise plan.

Omnichannel Service brings every customer conversation — regardless of channel — into one unified inbox. You configure routing rules to direct incoming work to the right agent or team, set SLA policies to track response and resolution times, and use the Supervisor view to monitor quality and intervene before conversations go off track.

What's Included​

  • Unified inbox — conversations across email, web chat, SMS, WhatsApp, voice, social, and internal channels
  • Conversation management — create, assign, prioritize, escalate, and resolve conversations
  • Routing rules — priority-ordered conditions and actions for automated assignment
  • SLA policies — configurable first-response, resolution, and escalation time targets
  • Channel configurations — provider-level credentials and settings per channel type
  • Channel profiles — named queues with routing mode, capacity limits, and supervisor assignment
  • Quality reviews — supervisor scoring of conversations with SLA-met tracking and findings

Working in the Inbox​

The inbox shows all conversations in real time with filters for channel type and quality status.

  1. Navigate to Omnichannel > Inbox.
  2. Use the Channel filter to view only email, SMS, WhatsApp, voice, social, or internal conversations.
  3. Use the Quality Status filter to surface conversations flagged as watch or at_risk.
  4. Click a conversation to update its status (open, pending, resolved, closed), reassign it to another agent, or change its priority (low, normal, high, urgent).

To open a new conversation manually, click New Conversation, choose a channel, and optionally link it to a channel profile and supervisor. You can also set a Fallback Channel — the channel the system routes the conversation to if the primary channel becomes unavailable.

To delete a conversation, open it and choose Delete. This permanently removes the conversation record and all associated messages.

Routing Rules​

Routing rules automatically assign or re-route conversations as they arrive. Rules are evaluated in ascending priority order — the first matching rule wins.

  1. Go to Omnichannel > Settings > Routing Rules and click New Rule.
  2. Name the rule and set a Priority (lower numbers run first).
  3. Define Conditions as a JSON array — for example, match on channel type, keyword in subject, or customer segment.
  4. Define Actions as a JSON array — assign to a user, set priority, add a tag, or move to a different queue.
  5. Toggle Active and save. The rule applies to all new conversations immediately.

To edit or delete an existing rule, locate it in the list and choose Edit or Delete. Deleting a rule does not affect conversations already routed by it.

SLA Policies​

SLA policies define the time targets that govern first response and resolution for different conversation types.

  1. Go to Omnichannel > Settings > SLA Policies and click New Policy.
  2. Name the policy and set the three time limits in minutes:
    • First Response — how long before the first agent reply is due (default: 60 minutes)
    • Resolution — total time allowed to resolve the conversation (default: 1,440 minutes / 24 hours)
    • Escalation — how long after first response before escalation triggers (default: 30 minutes)
  3. Optionally add Conditions (JSON) to apply this policy only to matching conversations.
  4. Save and toggle the policy active. SLA policies can be edited or deleted from the same settings list at any time.

Channel Configuration​

Each channel type (email, web chat, SMS, WhatsApp, voice, social) needs a provider configuration before it can receive conversations.

  1. Go to Omnichannel > Settings > Channel Configs and click Configure Channel.
  2. Select the Channel type and enter the Provider name (your telephony, messaging, or email provider).
  3. Paste provider-specific credentials and settings into the Settings field as JSON.
  4. Set the status to active and save. A signing secret is generated automatically for webhook verification.

Channel Profiles​

Channel profiles are named queues that sit on top of a channel configuration. Each profile specifies how work is routed within that queue.

  1. Go to Omnichannel > Settings > Channel Profiles and click New Profile.
  2. Name the profile and link it to a channel configuration.
  3. Choose a Routing Mode: capacity (fill agents to their limit), priority (assign to the highest-priority available agent), or round_robin (distribute evenly).
  4. Set Workload Capacity (maximum concurrent conversations per agent, up to 500) and a Quality Threshold (minimum acceptable score, 0–100).
  5. Assign a Supervisor and save.

Quality Review (Supervisor View)​

The Supervisor view surfaces conversations that need attention and provides a structured review workflow.

  1. Go to Omnichannel > Supervisor to see conversations flagged watch or at_risk alongside a quality summary.
  2. Open a conversation and click Review.
  3. Enter a score (0–100), set the quality status (healthy, watch, or at_risk), record whether the SLA was met, and rate resolution quality (excellent, adequate, or poor).
  4. Add optional findings (JSON) and notes, then save. The conversation's quality status updates immediately.

For programmatic access to conversations, routing rules, SLA policies, and channel settings, see the Omnichannel API Reference.