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How To Use Omnichannel Features

Step by Step guide

Samir Rashed avatar
Written by Samir Rashed
Updated over a month ago

1. Access Unified Inbox

  1. Log in to the system

  2. Click "Omnichannel" in "Communication" menu

  3. Choose

    • Channel (WhatsApp/Facebook/etc.)

    • Tags

    • Assigned agent

2. Create New Tags

  1. Go to"Omnichannel" in "Communication" menu

  2. Click "Add New Tag"

  3. Enter tag name

    Click "Save"

4. Add Tag to Existing Conversation

  1. Open the desired conversation

  2. Click the "Tags" icon

  3. Select from existing tags

  4. Enter tag name → Save

5. Open Conversation

  1. From inbox select desired conversation

  2. Click on the conversation

  3. Begin interacting with customer

6. Close Conversation

  1. While viewing conversation

  2. Click "Close" icon

  3. Add closing notes (optional)

  4. Confirm closure

7. Assign Conversation to Team Member

  1. Open target conversation

  2. Click "Options" > "Assign"

  3. Select team member/s from list

  4. Click "save"


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