--- title: "Enabling Omnichannel Workspace" slug: "enabling-omnichannel" description: "The Omnichannel Workspace requires you to configure flows, scripts, queues, and agents to handle voice and digital channels." tags: ["How to", "template", "standard response", "message", "omnichannel", "Compliance"] updated: 2025-09-24T12:37:29Z published: 2025-09-24T12:37:29Z canonical: "docs.voiso.com/enabling-omnichannel" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Enabling Omnichannel Workspace **Who should read this article**: Administrators The Omnichannel Workspace requires you to configure flows, queues, and users to handle voice and digital channels. ## Introduction The Omnichannel Workspace supports the following channels: | Icon | Channel | | --- | --- | | ![Voice Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Voice%20Channel%20Icon.png) | [Voice](/v1/docs/agent-panel-getting-started) | | ![SMS Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SMS%20Channel%20Icon.png) | [SMS](/v1/docs/how-to-start-sending-sms-with-voiso) | | ![Webchat Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Webchat%20Channel%20Icon.png) | [Webchat](/v1/docs/omnichannel-webchat) | | ![WhatsApp Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/WhatsApp%20Channel%20Icon.png) | [WhatsApp](/v1/docs/omnichannel-whatsapp) | | ![Telegram Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Telegram%20Channel%20Icon.png) | [Telegram](/v1/docs/omnichannel-telegram) | | ![Viber%20Channel%20Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Viber%20Channel%20Icon.png) | [Viber](/v1/docs/viber) | | ![Facebook Messenger Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Facebook%20Messenger%20Channel%20Icon.png) | Facebook Messenger | | ![Instagram Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Instagram%20Channel%20Icon.png) | Instagram | ### Channel support by plan The following table shows you which digital channels are supported for your plan: | Channel | Core | Pro/Custom | | --- | --- | --- | | Facebook | | ✔ | | Instagram | | ✔ | | Telegram | | ✔ | | Viber | | ✔ | | Webchat | ✔ | ✔ | | WhatsApp | | ✔ | ## Enabling your contact center to handle digital channels 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. 2. Add a channel of one of the enabled types to the **Digital channels** page to make it available for agents, queues, and interaction flows. Navigate to **Administration > Digital channels** and click **Add channel**. Refer to [Digital channels](/v1/docs/digital-channels) for additional information and to the individual channel articles in this category for information about channel-specific requirements: 1. [Webchat](/v1/docs/omnichannel-webchat) 2. [WhatsApp](/v1/docs/omnichannel-whatsapp) 3. [Telegram](/v1/docs/omnichannel-telegram) 4. [Viber](/v1/docs/viber) 5. Facebook 6. Instagram 3. Enable users or roles to handle one or more digital channels. Refer to [Enabling users and roles](/v1/docs/enabling-omnichannel#enabling-users-and-roles). 1. In contact centers using [basic user roles](/v1/docs/basic-user-roles), enable the **Omnichannel Workspace Enabled** permission on the user profile or by importing a CSV with **y** indicated in the **Omnichannel Workspace Enabled** column. 2. In contact centers using [security access groups](/v1/docs/administration-security-access-groups) enabled, [create an access group with omnichannel workspace features enabled](/v1/docs/enabling-omnichannel#contact-centers-with-security-access-groups) and assign the role to the agent. 4. [Set up agents](/v1/docs/enabling-omnichannel#setting-up-an-omnichannel-agent) by editing the user profile to add a channel or import a CSV with the name of the channel assigned to the **Channels** column. Refer to [Setting up an Omnichannel agent](/v1/docs/enabling-omnichannel#setting-up-an-omnichannel-agent). 5. [Set up one or more queues](/v1/docs/enabling-omnichannel#setting-up-an-omnichannel-queue) to handle digital channels interactions. Refer to [Setting up an Omnichannel queue](/v1/docs/enabling-omnichannel#setting-up-an-omnichannel-queue). 6. Create a [flow](/v1/docs/digital-flows) to handle digital channels interactions and assign the channel to the flow. Refer to [Adding a digital queue to a flow](/v1/docs/enabling-omnichannel#adding-a-digital-queue-to-a-flow). ## Enabling users and roles ### Contact centers with basic user roles #### Individual users To enable users to use the omnichannel Agent Workspace, ensure the **Omnichannel Workspace Enabled** permission is granted on the user's profile page. ![Omnichannel Workspace Basic User Enable Permission](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Basic%20User%20Enable%20Permission.png) #### Bulk users You can enable multiple users to access the omnichannel Agent Workspace by following these steps: 1. Export the current user list as a CSV file from the **Users** page. 2. Open the file and update the **Omnichannel Workspace Enabled** field: - Enter **y** for users who should have access. - Enter **n** for users who should not. 3. Save the updated file and import it back into the **Users** page. For more information, refer to [Basic user roles](/v1/docs/basic-user-roles#adding-and-modifying-bulk-users). ### Contact centers with security access groups For contact centers using [security access groups](/v1/docs/administration-security-access-groups), the default 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](/v1/docs/administration-security-access-groups#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 Watch the video *Digital Channels: Assigning a channel*: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Digital%20Channels%20Adding%20Webchat%20to%20User%20Profiles.mp4) ### Contact centers with basic user roles Contact your Voiso representative to enable the omnichannel feature for your contact center. Once enabled, you can select the **Omnichannel Workspace Enabled** option on the user profile page. Next, to enable an agent to use the Omnichannel Workspace and handle digital channels interactions, follow these steps to [add or edit a user](/v1/docs/users-users): 1. In the Voiso navigation bar, go to **Users > Users**. 2. Add a new user or edit an existing user (refer to [Adding a user](/v1/docs/users-users#adding-a-user). 3. On the **Add user** or **Edit user** page: 1. In the **Assigned channels** section, click **Edit** to open the **Edit channels** panel, then select one or more digital channels. 2. In the **Capacity** section, specify the maximum number of *simultaneous* digital channels interactions an agent is allowed to handle. Instant Messaging includes Telegram and other channels that might be available in your contact center, *plus* webchat. 3. In the **Agent in teams** section, assign the agent to a [team](/v1/docs/users-teams). 4. Click **Save** to apply the changes. #### Bulk users You can configure omnichannel capabilities for multiple users by following these steps: 1. Export the current user list as a CSV file from the **Users** page. 2. Open the file and update the **Omnichannel Workspace Enabled** field: - Enter **y** for users who should have access. - Enter **n** for users who should not. 3. In the **Channels** field, add the names of the channels that you want to assign as a semi-colon separated list. 4. In the **Instant Messaging Capacity** field, specify the maximum number of *simultaneous* digital channels interactions an agent is allowed to handle. Instant Messaging includes Telegram and other channels that might be available in your contact center, *plus* webchat. 5. In the **Webchat Capacity** field, specify the the maximum number of *simultaneous* webchat interactions an agent is allowed to handle. 6. Save the updated file and import it back into the **Users** page. For more information, refer to [Basic user roles](/v1/docs/basic-user-roles#adding-and-modifying-bulk-users). ### Contact centers with security access groups For contact centers using security access groups, to enable an agent to use the Omnichannel Workspace and handle digital channels interactions, follow these steps to [add or edit a user](/v1/docs/users-users): 1. From the Voiso navigation bar, navigate to **Users > Users**. 2. [Add or edit](/v1/docs/users-users#adding-a-user) a user. 3. On the **Add user** or **Edit user** page, assign the user to the [security access group you created](/v1/docs/enabling-omnichannel#creating-an-omnichannel-agent-security-access-group) for omnichannel users. 4. In the **Assigned 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 interactions an agent is allowed to handle. Instant Messaging includes Telegram and other channels that might be available in your contact center, *plus* webchat. 6. For other channels: 1. WhatsApp: In the **WhatsApp Outbound Channels** section, click **Edit** to display the list of WhatsApp channels associated with your contact center. Select a channel. 2. Viber: In the **Viber Outbound Channels** section, click **Edit** to display the list of Viber channels associated with your contact center. Select a channel. 7. In the **Agent in teams** section, assign an agent to a [team](/v1/docs/users-teams). 8. Save the user. ## Setting up an omnichannel queue To enable inbound digital channels interactions to be routed to Omnichannel Workspace-enabled agents. Watch the video *Digital Channels: Assigning a channel to a queue*: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Digital%20Channels%20Assigning%20a%20Channel%20to%20a%20queue.mp4) Follow these steps to create an omnichannel [queue](/v1/docs/inbound-queues): 1. From the Voiso navigation bar, navigate to **Inbound > Queues**. 2. [Add](/v1/docs/inbound-queues#add-queue) or [edit](/v1/docs/inbound-queues#edit-queue) 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*. ![Omnichannel Add Queue Connected Channels Settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Add%20Queue%20Connected%20Channels%20Settings.png) 6. In the **Agents** section, click **Edit** to display the **Edit agents in queue** panel. Select one or more agents. 7. Save the queue. ## Adding a digital queue to a flow After you've created one or more digital channels for your contact center, set up interaction queues to handle different types of digital interactions. Then, configure your agents to handle digital channel interactions and assign them to the appropriate queues. Once these steps are complete, you're ready to create inbound interaction flows that route incoming interactions from your digital channels to the correct queues and agents. Refer to the [Flow](/v1/docs/inbound-flows) and [Flow builder](/v1/docs/inbound-flow-builder-overview) articles to learn how to create interaction flows. Watch the video *Digital Channels: Assigning a queue to an interaction flow*: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Digital%20Channels%20Assigning%20a%20Queue%20to%20an%20interaction%20flow.mp4) ## Ensuring Service Level compliance The [Service Level timers](/v1/docs/administration-system-settings#timers) support compliance with service level guidelines. To set the timers, from the Voiso navigation bar, navigate to **Administration > System Settings** and click the **Timers** tab, then scroll down to the **Digital** sections. ![System Settings Page Timers Tab Digital Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Page%20Timers%20Tab%20Digital%20Section.png) 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: | Feature | Description | | --- | --- | | Time to first response | Specify the duration before an interaction assigned to an agent reaches the maximum allowed time for a first response to a text interaction. A color-coded message is displayed in the **Agent Workspace** that progresses from green to amber to red as the timeout approaches. | | Time to reply | Specify the duration before an interaction assigned to an agent reaches the maximum allowed time for a reply to each text message from a contact. A color-coded message is displayed in the **Agent Workspace** that progresses from green to amber to red as the timeout approaches. | | Time to resolution | Specify the maximum time that an agent has to archive an interaction. A color-coded message is displayed in the **Agent Workspace** that progresses from green to amber to red as the timeout approaches. | | Chat inactivity auto archive timeout | Specify the number of hours of inactivity allowed before an omnichannel interaction is automatically archived. | ![Omnichannel Workspace Timers Example](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Omnichannel%20Workspace%20Timers%20Example.png) ## 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](/v1/docs/administration-message-templates). An inbound queue that handles both voice interactions and digital channels in an Omnichannel contact center. After an incoming interaction is assigned to an agent, this is the maximum time, in seconds, that an agent has to resolve an interaction. ## Related - [WhatsApp interactions](/omnichannel-workspace-whatsapp-interactions.md) - [WhatsApp](/omnichannel-whatsapp.md) - [Telegram interactions](/omnichannel-workspace-telegram-interactions.md) - [Telegram](/omnichannel-telegram.md) - [How to start sending SMS](/how-to-start-sending-sms.md) - [Webchat interactions](/omnichannel-workspace-webchat-interactions.md) - [Webchat](/omnichannel-webchat.md) - [Security Access Groups](/administration-security-access-groups.md) - [Users](/users-users.md) - [Queues](/inbound-queues.md) - [Message templates](/administration-message-templates.md)