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      Getting started
      • 06 Mar 2024
      • 2 Minutes to read
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      Contents

      Getting started

      • Updated on 06 Mar 2024
      • 2 Minutes to read
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      Article Summary

      Who should read this article: Agents

      The Omnichannel Workspace lets you handle all digital messaging channels and voice interactions in a single workspace.

      Introduction

      The Omnichannel Workspace combines digital channels and voice into a single universal workspace. It enables you to interact with your contacts through your contact's preferred channel and to move with them from one channel to the next.

      The following channels are supported in the Omnichannel Workspace:

      IconChannel
      Voice Channel IconVoice
      SMS Channel IconSMS
      Webchat Channel IconWebchat
      WhatsApp Channel IconWhatsApp
      Telegram Channel IconTelegram
      Viber Channel IconViber
      Facebook Messenger Channel IconFacebook Messenger
      Instagram Channel IconInstagram

      The Omnichannel advantage

      Here are some ways to take advantage of the Omnichannel Workspace:

      1. You can send important private documents, such as contracts and invoices, during a phone conversation using WhatsApp or Telegram.
      2. Contacts visiting your organization's website can ask questions, get support, and make purchases with your help using Webchat.
      3. Your organization might use message templates to send offers and other messages to WhatsApp and Viber users who have opted to receive unsolicited business messages and then assign the responses to you for follow-up.

      Omnichannel Workspace features

      Refer to the diagram to learn about the Omnichannel Workspace features.

      Choose a channel from the sidebar (1), select an interaction from the Active or Initiated tab (3), and reply to your contact using the message composition area (7). Handle inbound, outbound, and Dialer voice calls, and send and receive SMS using the Agent Panel (4).

      Omnichannel Workspace Agent Overview

      #FeatureDescription
      1sidebarThe sidebar includes a button to open the Agent Panel (if it is closed) and your messages inbox, which displays the number of messages awaiting your attention.
      2Status menuUse the Status menu to set your availability status. The status automatically changes during a voice call or if you have been idle for a while.
      3The Active and Initiated interactions tabsYour active and initiated interactions are accessible in these tabs. Click an interaction to view the transcript and send messages.
      4Agent PanelUse the Agent Panel to handle inbound, outbound, and Dialer voice calls. You also use the Agent Panel to send SMS and utilize HLR lookup.
      5Service Level timersTime to first response, Time to resolution, and Time to reply Service Level timers are displayed above the transcript.
      6Message transcript areaTranscripts of active interactions. Contact messages are on the left and your messages and automatic replies are on the right. System messages and notifications are displayed in the center of the transcript. Scroll up to see the full message history with the contact.
      7Message composition areaUse the Message composition area to write and send messages, send standard response message templates, and attach files. You can format text as plain, bold, or italic.
      8The Attachment, Standard Responses, Send voice message, and Send buttonsUse these controls to [attach files]((/v1/docs/using-omnichannel-workspace#attachments), add a standard response message template, add a voice recording, and then send your message.
      9The Phone Call buttonThe Phone Call option is available for the WhatsApp channel to enable you to make a voice call to the contact.
      10The Forward buttonsClick Forward to redirect the interaction to an agent or queue.
      11Archive buttonClick Archive to complete an interaction and assign a wrap-up code.
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