Digital channels

Who should read this article: Administrators, Supervisors

This article contains a list of common questions with answers that link to articles where the information is documented.

Q: What are the benefits of adding Digital Channels to my contact center?

A: Digital Channels let your contact center meet customers where they are—on WhatsApp, Telegram, Webchat, Viber, and more. Adding these channels improves accessibility, reduces wait times, and allows agents to manage multiple conversations simultaneously.

Q: Which messaging channels does Voiso support?

A: Voiso currently supports these channels:

The Omnichannel Workspace supports the following channels:

Icon	Channel
	Voice
	SMS
	Webchat
	WhatsApp
	Telegram
	Viber
	Facebook Messenger
	Instagram

Refer to the individual articles linked above to see how each channel can be used for messaging with your contacts. You may enable only the channels that match your audience and business needs.

See: Digital Channels Overview

Q: Can I start with just one channel?

A: Yes. You can enable one digital channel at a time and assign it to a small group of agents or queues, controlled by a digital interaction flow. This allows for a phased rollout, testing, and training before scaling across your contact center.

Q: Do I need to purchase anything separately?

A: Webchat is included in Voiso’s Digital Channels suite. WhatsApp and Telegram require accounts with their respective platforms. Voiso provides integration support and configuration tools to get you up and running quickly.

See: Digital Channels

Q: How are digital conversations routed and tracked?

A: Messages are routed through interaction flows to queues or agents, just like voice calls. You can assign channels to queues and route messages based on agent availability, language, or business hours. Voiso tracks message volumes, response times, and other KPIs through the Analytics and Reporting modules.

Q: How do I test my digital channel setup before going live?

A: Before going live with a new messaging channel, verify that your setup includes all required components:

1. The channel is enabled under Administration > Digital Channels.
2. The channel is assigned as an entry point in an inbound flow.
3. The channel is assigned to at least one queue.
4. The queue includes agents who are enabled for that channel.

Once setup is complete, test the flow by sending a real message to your live entry point (such as your WhatsApp number or Webchat widget). Confirm that:

• The message is routed to the appropriate queue.
• The message appears in the Omnichannel Workspace for an assigned agent.

If the message doesn't arrive, double-check each of the four setup steps.

See: Enabling Omnichannel

Q: Why aren’t digital messages reaching agents?

A: To successfully route a digital message to an agent, four components must be configured:

1. The channel (e.g., WhatsApp, Webchat) must be configured and enabled under Administration > Digital Channels.
2. An inbound flow must be created with the digital channel assigned as an entry point.
3. The channel must be assigned to one or more queues.
4. The queue must include agents who are enabled for that channel.

If any of these links are missing, incoming messages won’t be delivered to the agent’s Omnichannel Workspace.

See: Enabling Omnichannel

Q: How do I assign digital channels to agents?

A: Assigning channels ensures each agent only receives the types of messages they’re trained and authorized to handle. This prevents overload and keeps response quality high.

To assign channels, go to Administration > Users, select the agent, and scroll to the Omnichannel section. Enable the appropriate channels—like WhatsApp, Telegram, or Webchat—based on their role or skill set. Only the channels you assign will appear in their Omnichannel Workspace.

See: Enabling Omnichannel

Q: How do I route incoming digital messages to the right agents?

A: Routing digital messages through queues ensures contacts are connected with qualified agents and that message volume is distributed evenly.

Go to Administration > Queues, select a queue, and scroll to the Omnichannel section. Assign the channels you want the queue to handle. Messages from those channels will be routed to agents assigned to the queue and who are enabled for that channel.

This setup gives you full control over how conversations flow into the workspace, especially across teams, languages, or time zones.

See: Enabling Omnichannel

Q: How do I activate a new digital messaging channel?

A: To start receiving messages on a new channel like WhatsApp, Webchat, or Telegram, follow these four steps:

1. Enable the channel under Administration > Digital Channels.
2. Create an inbound flow and assign the new channel as its entry point.
3. Assign the channel to one or more queues under Administration > Queues.
4. Enable the channel for agents in those queues under Administration > Users > Omnichannel.

Once these steps are complete, incoming messages will be routed to eligible agents in their Omnichannel Workspace.

See: Enabling Omnichannel

Q: How can I ensure digital messages are prioritized alongside voice?

A: Voiso’s unified queue model allows voice and digital messages to be blended or separated depending on your contact center strategy. To prioritize digital messages, create dedicated queues for specific channels (e.g., WhatsApp or Webchat) or assign higher weights in queue logic. You can also assign different agents or agent groups to digital-only queues to preserve voice agent availability.

See: Enabling Omnichannel