Getting started with Omnichannel
The order in which to set up channels, teams, routing, SLA and people before the first customer message arrives.
Before you begin
- The Omnichannel app must be installed for the company (Administration > Workspace > Apps).
- CRM and Sales should be installed if you want leads, quotations and orders from conversations. Marketing is needed for consent, audiences and campaigns.
- The first time someone opens the inbox, the system creates the standard conversation labels, support types, quick replies, SLA policies and company AI setting.
Set up in this order
- Roles and people. Give each person a role.
omni_agentreplies and adds notes.omni_supervisoralso configures. Withoutomni.inbox.alla person sees only their own conversations, their teams' and unassigned ones. See Administration: roles. - Connect a channel. Omnichannel > Configuration > Accounts. Start in Sandbox mode. See Connect a channel.
- Integration settings. Omnichannel > Configuration > Integration Settings: lead strategy, default SLA, business hours, auto-assign, signature and price-request words.
- Teams. Configuration > Teams: members, languages, countries and assignment strategy. See Teams, routing and SLA.
- Routing rules. Configuration > Routing Rules.
- SLA policies. Configuration > SLA Policies.
- Tags, labels and quick replies. Configuration > Tags and Configuration > Labels & Quick Replies.
- Send a test message. On the account, click Test message and check the conversation appears, is routed and has an SLA chip. See Work the inbox.
- WhatsApp templates. If you use WhatsApp, create and submit templates under WhatsApp > Templates. See WhatsApp templates and broadcasts.
- Go live. Switch the account from Sandbox to Live with the real token and app secret, and enter the webhook address at the platform.
Permissions at a glance
| Permission | Allows |
|---|---|
omni.inbox.view | Open the inbox and read lists |
omni.reply | Reply, add notes, take a conversation |
omni.assign | Assign and transfer |
omni.resolve | Resolve, archive, mark spam, block contacts, change ticket status |
omni.lead.create, omni.opportunity.create, omni.quotation.create | Convert a conversation |
omni.ai.use | Use the AI assistant and content studio |
omni.configure | Accounts, teams, routing, SLA, settings, lead forms, catalog |
omni.automation.edit | Save chatbots (with omni.configure) |
omni.whatsapp.template | Templates and flows |
omni.broadcast | Send WhatsApp broadcasts |
omni.social.view, .create, .approve, .publish | Social posts |
omni.analytics.view | Analytics |
Good to know
- Sandbox accounts never call the platform. Use them to train staff and test routing.
- Tokens are stored sealed and never shown again.
- Schedule times for posts and broadcasts are stored and run as UTC (4 hours behind Dubai). Check the time shown after saving.