Enabling Omnichannel

Who should read this article: Administrators

The Omnichannel Workspace requires you to configure flows, scripts, queues, and users to handle voice and digital channels.

Introduction

The Omnichannel Workspace supports the following channels:

Icon	Channel
	Voice
	SMS
	Webchat
	WhatsApp
	Telegram
	Viber
	Facebook Messenger
	Instagram

To enable your contact center to handle digital channels interactions, complete the following steps:

1. Contact your Voiso account manager to enable omnichannel capabilities for your contact center and set up accounts with channel providers. Refer to the individual channel articles in this category for information about channel-specific requirements:
   1. WhatsApp
   2. Telegram
   3. Viber
   4. Facebook
   5. Instagram
   6. SMS
2. For webchat, work with your Voiso account manager to obtain the JavaScript code to embed chat in your website.
3. Review the connected channels in your contact center settings. Navigate to Administration > System settings, then scroll down to the Digital Channels section. For example:
   
4. Create an Omnichannel Workspace enabled role Security Access Group.
5. Set up agents to handle one or more digital channels.
6. Set up one or more queues to handle digital channels interactions.
7. Create a script to handle digital channels interactions.

Creating an omnichannel agent Security Access Group

The default Security Access Group roles do not include access to the Omnichannel Workspace. For each role that you want to enable for the Omnichannel Workspace feature, create a new Security Access Group. To create a Security Access Group that enables Omnichannel Workspace for agents, follow these steps:

1. From the Voiso navigation bar, navigate to Administration > Security Access Groups.
2. Click Add access group (or Import CSV – refer to Importing custom groups from a CSV)
3. Grant the Agent role privilege for the new Security Access Group, then grant the Omnichannel Workspace Enabled privilege.
4. Save the Security Access Group.

Setting up an omnichannel agent

To enable an agent to use the Omnichannel Workspace and handle digital channels interactions, follow these steps to add or edit a user:

1. From the Voiso navigation bar, navigate to Users > Users.
2. Add or edit a user.
3. On the Add user or Edit user page, assign the user to the security access group you created for omnichannel users.
4. In the Channels section, click Edit to display the Edit channels panel. Select one or more of the digital channels.
5. In the Capacity section, specify the maximum number of simultaneous digital channels (Instant Messaging) plus webchat (Web-chat) interactions an agent is allowed to handle.
6. In the WhatsApp Outbound Channels section, click Edit to display the list of WhatsApp channels associated with your contact center. Select a channel.
7. In the Viber Outbound Channels section, click Edit to display the list of Viber channels associated with your contact center. Select a channel.
8. In the Agent in teams section, assign an agent to a team.
9. Save the user.

Setting up an omnichannel queue

To enable inbound digital channels interactions to be routed to Omnichannel Workspace-enabled agents, follow these steps to create an omnichannel queue:

1. From the Voiso navigation bar, navigate to Inbound > Queues.
2. Add or edit a queue.
3. To make a queue that handles both voice and digital channels (Universal Queue), include all the voice settings.
4. In the Connected channels section, click Edit to display the Edit connected channels panel. Select one or more digital channels.
5. Assign priority to each channel where 1 is the lowest weight. Interactions arriving from channels with a higher priority value are given precedence over those with lower priority values. Channels with the same priority value are handled as first-in, first-out.
   
6. In the Agents section, click Edit to display the Edit agents in queue panel. Select one or more agents.
7. Save the queue.

Setting up an omnichannel script

To direct inbound digital channels interactions to the correct queue, follow these steps to create a script of type Text:

1. From the Voiso navigation bar, navigate to Inbound > Scripts.
2. Click Add script.
3. Name the script.
4. From the Script type menu, select Text.
5. From the Channels menu, select one or more digital channels.
6. From the Actions menu, select Transfer To Queue. Note: you can also choose to transfer the interaction to an agent directly or drop it. Refer to Scripts for more details.
7. From the Queue menu, select the name of the queue you created in the Setting up an omnichannel queue step.
8. Configure the schedule and supervisor sections.

Ensuring Service Level compliance

The Service Level timers support compliance with service level guidelines. To set the timers, from the Voiso navigation bar, navigate to Administration > System Settings, then scroll down to Timers.

Set timer values that correspond to your business goals. Timers are displayed in the Omnichannel Workspace to guide agents, letting them know how much time they have left to respond to a new interaction, how long to reply to a message, and how long to complete the interaction. You can configure the following timers:

Creating message template standard responses

Voiso message templates simplify the process of sending text messages to contacts. With a template, an agent does not have to write the message. They can select a predefined standard response message, fill in specifics such as account numbers, amounts, or names, and then click Send.

Using templates instead of writing individual messages each time an agent sends a text message on a digital channel saves time and ensures accuracy.

You can also create message templates specific to one or more digital channels. This capability lets you tailor your messaging to contacts on specific channels.

To access the Message templates page, from the Voiso navigation bar, navigate to Administration > Message templates. For details about creating message templates, refer to Message templates.