Screens and menus
Every Omnichannel menu entry and screen: where to find it, what it is for, what its list shows and which permission it needs.
On this page (9)
Omnichannel > Inbox
Unified Inbox
- What it is for
- One list of every open, waiting and resolved conversation from every channel the user may see (app opens here)
- List: columns and filters
- Left nav: views with counts, Channels (WhatsApp, Instagram, Facebook, Messenger, Telegram, Email, Website Chat), Views (All, New Leads, Customers, Pending, Closed, Spam). List: channel icon, name (+ star if VIP), preview, time, unread badge, label chip, SLA chip. Tabs All / Open / Resolved with counts; search (name, phone, email, username, preview, number, company); Advanced filters (channel, owner, status, tag, customer type, label, SLA, team, from/to date, unread only); Load more (40 per page, cursor)
- Buttons and actions
- Open a conversation (marks it read), Filters, Load more; live refresh by server-sent events
- Permission needed
- omni.inbox.view
My Conversations
- What it is for
- Conversations owned by the signed-in user
- List: columns and filters
- Same list as S-01, filtered owner = me
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Unassigned
- What it is for
- Open / waiting conversations nobody owns
- List: columns and filters
- Same list, owner empty and status open/waiting
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Waiting
- What it is for
- Conversations waiting for the customer or waiting internally
- List: columns and filters
- Same list, status waiting_customer / waiting_internal
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Mentions
- What it is for
- Conversations where a colleague @mentioned me in an internal note
- List: columns and filters
- Same list, my user in the conversation's mentions
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Starred
- What it is for
- Conversations starred by anyone
- List: columns and filters
- Same list, starred = yes
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Archived
- What it is for
- Archived conversations
- List: columns and filters
- Same list, status archived
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Spam
- What it is for
- Conversations marked spam (and those of blocked contacts)
- List: columns and filters
- Expected: list of spam conversations
- Buttons and actions
- Same as S-01
- Permission needed
- omni.inbox.view
Support Tickets
- What it is for
- Tickets, complaints, warranty / return / service requests raised from conversations or comments
- List: columns and filters
- Ticket, Type, Subject, Priority, Assigned, Due, Status. Tabs All / Open / Pending / Escalated / Resolved / Closed (no search, no paging; up to 1000 rows)
- Buttons and actions
- Chat (opens the conversation), Escalate, Resolve, Close (when resolved), Reopen (when closed)
- Permission needed
- omni.inbox.view (list); omni.resolve (status changes)
Inbox > open a conversation (/omnichannel/inbox/<id
Conversation workspace
- What it is for
- Chat thread + composer, Contact / Lead panel, Related Records, AI Assistant, Quick Actions, Channel Actions, Recent Activity
- List: columns and filters
- Header: channel, name, online/offline, SLA; status/label menu; Assign; Convert menu; More menu. Thread: text, image, video, audio, document, location, template, note, system; ticks sent/delivered/read; failed + Retry. 24-hour banner on closed WhatsApp window
- Buttons and actions
- Reply / Note / Template tabs, Via template switch, attachment, emoji, AI suggest, quick replies (/code), Send, Send and resolve, Send and wait for customer; Take, Transfer, Watch, Star, Priority, AI mode, Waiting for customer, Resolve / Reopen, Archive, Mark as spam, Mark unread; Create Lead / Opportunity / Quotation / Sales Order / Support Ticket, Schedule Follow Up, Add Tag, Block / Unblock; Send Template, Send Catalog, Start Voice Call, Share Location, View Contact on WhatsApp, View Profile, View Post, View Comment, Open Messenger, View Page, Send File
- Permission needed
- omni.inbox.view to open; omni.reply / omni.assign / omni.resolve / omni.lead.create / omni.opportunity.create / omni.quotation.create / omni.ai.use per action
Omnichannel > Leads
Social Leads
- What it is for
- CRM leads / opportunities whose source is a social or messaging channel, with their conversation
- List: columns and filters
- Lead, Title, Contact, Channel, Source, Campaign, Stage, Value, Owner, Created; tabs All / Leads / Opportunities; search (title, contact, phone, email, number); max 500
- Buttons and actions
- Row opens the CRM lead; Chat opens the conversation
- Permission needed
- omni.inbox.view
Lead Ads (lead forms)
- What it is for
- Facebook / Instagram / LinkedIn / TikTok lead forms and how their fields map
- List: columns and filters
- Form, Platform, Form id, Campaign, Auto-convert, Leads, Active
- Buttons and actions
- New form, open a form (edit), Save
- Permission needed
- omni.inbox.view (list), omni.configure (save)
Lead Inbox
- What it is for
- Lead-ad and website-form submissions before / after they became CRM leads
- List: columns and filters
- Received, Source, Form, Name, Email, Phone, Company, Campaign, Status, CRM lead; tabs New / Converted / Duplicates / Rejected / All with counts; max 500
- Buttons and actions
- Add lead, Convert, Reject (X), open a row (raw fields and attribution)
- Permission needed
- omni.inbox.view (list), omni.lead.create (add / convert / reject)
Qualification
- What it is for
- Open lead conversations with product, qty, budget, location, date, company, urgency, intent, temperature, score, value
- List: columns and filters
- Contact, Product, Qty, Budget, Location, When, Company, Urgency, Intent, Temperature, Score, Est. value; max 300
- Buttons and actions
- AI qualify, row opens the conversation
- Permission needed
- omni.inbox.view
Lead Sources
- What it is for
- CRM's source master with leads in the last 90 days; spec sources not yet in the list
- List: columns and filters
- Source, Leads (90 days), Active; 'Add from the specification' chips
- Buttons and actions
- Add one, Add all
- Permission needed
- omni.inbox.view (list), omni.configure (add)
Conversion Rules
- What it is for
- When a conversation becomes a CRM lead: company default, price words, per-account override
- List: columns and filters
- Company default, Price-request words, table Channel account / Strategy
- Buttons and actions
- Save
- Permission needed
- omni.inbox.view (read), omni.configure (save)
Omnichannel > Social
Social Accounts
- What it is for
- Accounts that publish, reply to comments or report analytics (cards)
- List: columns and filters
- Card: name, mode, handle, capability chips, status, last sync
- Buttons and actions
- None (connect in Configuration > Accounts)
- Permission needed
- omni.social.view
Posts + Post composer
- What it is for
- One post written for several channels, previewed per platform, approved, then published now or on schedule
- List: columns and filters
- Post, Title, Channels, Type, Campaign, Scheduled, Published, Engagement, Status; status tabs (Draft, Pending approval, Approved, Scheduled, Publishing, Published, Failed, Archived); max 500
- Buttons and actions
- New post; composer: Save draft, Submit for approval, Approve / Reject (+note), Schedule, Unschedule, Publish now, Refresh metrics, Duplicate, Write with AI
- Permission needed
- omni.social.view; create/edit omni.social.create; approve omni.social.approve; publish/schedule omni.social.publish
Calendar
- What it is for
- Posts by day (scheduled / published / last change)
- List: columns and filters
- Month, Week, List, Campaign, Platform; Previous / Next / Today; event chips per day
- Buttons and actions
- Click an event opens the composer
- Permission needed
- omni.social.view
Comments
- What it is for
- Comment queue from social channels
- List: columns and filters
- Cards: author, @handle, text, status, sentiment, received; tabs Open / Replied / Hidden / Closed / All with counts; max 500
- Buttons and actions
- Reply (public), Like, Hide/Show, Assign, Create Lead, Create Ticket, Tag, Close, View
- Permission needed
- omni.social.view (list); omni.reply (actions); omni.lead.create (Create Lead)
Mentions
- What it is for
- Mentions of the brand (same queue, kind = mention)
- List: columns and filters
- As S-20
- Buttons and actions
- As S-20
- Permission needed
- omni.social.view
Engagement
- What it is for
- Followers, reach, impressions, engagement, posts, comments, shares, clicks, lead conversions per account
- List: columns and filters
- 9 KPI tiles; table per account; period 7 / 30 / 90 days
- Buttons and actions
- Period
- Permission needed
- omni.social.view
Media Library
- What it is for
- Images, videos, logos, product photos, brand and campaign assets
- List: columns and filters
- Grid: thumbnail, name, type, used count; type tabs; search by name; max 500
- Buttons and actions
- Upload (multi), Add by URL, open item: edit name/type/tags/campaign/brand asset, Delete
- Permission needed
- omni.social.view; omni.social.create to change
Omnichannel > Campaigns
Campaigns
- What it is for
- Marketing campaigns (Marketing app)
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.campaign.view
Ad Accounts
- What it is for
- Marketing ad accounts
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.campaign.view
Audiences
- What it is for
- Marketing audiences
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.audience.view
Lead Campaigns
- What it is for
- Marketing lead campaigns
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.campaign.view
Creatives
- What it is for
- Marketing creatives
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.campaign.view
Conversion Tracking
- What it is for
- Marketing conversions
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.analytics.view
Omnichannel > WhatsApp
WhatsApp Conversations
- What it is for
- The Unified Inbox fixed to the WhatsApp channel
- List: columns and filters
- As S-01 with channel WhatsApp
- Buttons and actions
- As S-01 / S-10
- Permission needed
- omni.inbox.view
WhatsApp Templates
- What it is for
- Marketing / utility / authentication message templates and their Meta approval
- List: columns and filters
- Template Name, Category, Language, Status, Quality, Last Used, Sent
- Buttons and actions
- Create, Preview, Edit + Submit (draft/rejected), Sync status (pending/submitted/approved), Clone, Archive
- Permission needed
- omni.inbox.view (list), omni.whatsapp.template (changes)
Broadcasts
- What it is for
- An approved template sent to a Marketing audience or tagged WhatsApp contacts, consent checked per recipient
- List: columns and filters
- Broadcast, Template, Status, Schedule, Audience, No consent, Sent, Delivered, Read, Replies, Failed
- Buttons and actions
- New broadcast, Save draft, Schedule, Send now, Cancel, open a sent one: Recipients
- Permission needed
- omni.inbox.view (list), omni.broadcast (changes / send)
Flows
- What it is for
- WhatsApp Flows (screens a customer fills in inside the chat)
- List: columns and filters
- Flow, Category, Screens, Responses, Status
- Buttons and actions
- New flow, edit, Add screen
- Permission needed
- omni.inbox.view (list), omni.whatsapp.template (save)
Business Numbers
- What it is for
- WhatsApp numbers (cards, read-only)
- List: columns and filters
- Number, Phone number id, Status, Webhook, Conversations, Last sync, last error
- Buttons and actions
- None (edit in Configuration > Accounts)
- Permission needed
- omni.inbox.view
Calls
- What it is for
- WhatsApp calls started from conversations, logged as CRM call activities
- List: columns and filters
- Started, Contact, Direction, Status, Seconds, Agent, Logged in CRM; max 500
- Buttons and actions
- Open a call: Log call (outcome, duration, notes)
- Permission needed
- omni.inbox.view; omni.reply (log)
Catalog
- What it is for
- Product master items offered in the WhatsApp catalog
- List: columns and filters
- In catalog: Code, Product, Price, Available, Sync; Add products: search, Code, Product, Price
- Buttons and actions
- Add, Remove, Sync to WhatsApp
- Permission needed
- omni.inbox.view (list), omni.configure (add / remove / sync)
Omnichannel > Content
Content Calendar
- What it is for
- Same calendar as S-19 under Content
- List: columns and filters
- As S-19
- Buttons and actions
- As S-19
- Permission needed
- omni.social.view
Drafts
- What it is for
- Posts in Draft
- List: columns and filters
- Post list fixed to status draft
- Buttons and actions
- New post, open composer
- Permission needed
- omni.social.view
Media Library (Content)
- What it is for
- Same library as S-23
- List: columns and filters
- As S-23
- Buttons and actions
- As S-23
- Permission needed
- omni.social.view
Content Templates
- What it is for
- Caption templates, hashtag sets, replies, campaign copy, post copy (register)
- List: columns and filters
- Template, Type, Language, Text (search, Export CSV)
- Buttons and actions
- New, edit, Delete
- Permission needed
- Menu omni.social.view; server needs omni.configure
Approvals
- What it is for
- Posts waiting for approval and the step each waits at
- List: columns and filters
- Post, Title, Author, Waiting for, Channels, 'You can approve' chip
- Buttons and actions
- Open: Approve / Reject with note
- Permission needed
- omni.social.view; omni.social.approve to act
Brand Assets
- What it is for
- Media library filtered to brand assets; uploads here are brand assets
- List: columns and filters
- As S-23 (brand only)
- Buttons and actions
- Upload, Add by URL
- Permission needed
- omni.social.view
AI Content Studio
- What it is for
- Copy for social posts: caption, headline, hashtags, CTA, Arabic / English version, image brief, video script, product description, campaign copy, reply suggestions
- List: columns and filters
- Write a, Language, Platform, Tone, About
- Buttons and actions
- Generate, Copy, Use (from the composer)
- Permission needed
- omni.ai.use
Omnichannel > Automation
Automation Rules
- What it is for
- Marketing automation rules
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.automation.view
Customer Journeys
- What it is for
- Marketing journeys
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.automation.view
Chatbots
- What it is for
- Keyword / menu bots that answer before a person (register + Test)
- List: columns and filters
- Bot, Channels, Greeting, Hand-off team, Outside business hours only, Active; search, Export
- Buttons and actions
- New, edit, Delete, Test
- Permission needed
- Menu omni.inbox.view; list needs omni.configure; save needs omni.configure + omni.automation.edit
AI Agents (AI Settings)
- What it is for
- Same screen as Configuration > AI Settings
- List: columns and filters
- See S-68
- Buttons and actions
- See S-68
- Permission needed
- Menu omni.inbox.view; screen needs omni.configure
Triggers
- What it is for
- Marketing triggers
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.automation.view
Scheduled Actions
- What it is for
- Marketing scheduled actions
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.automation.view
Omnichannel > Analytics
Omnichannel Dashboard
- What it is for
- KPIs: new / open conversations, unread, average response, SLA breaches, leads, qualified, opportunities, campaign spend, revenue, conversion %, ROAS
- List: columns and filters
- 8 KPI tiles; Conversations by channel bars; Conversion funnel; Daily conversations and messages table; period 7 / 30 / 90 / 365 days
- Buttons and actions
- Period
- Permission needed
- omni.analytics.view
Lead Analytics
- What it is for
- Leads grouped by source / platform / campaign / channel / owner / country / product
- List: columns and filters
- Group, Leads, Qualified, Opportunities, Won, Conversion, Revenue (won); bars
- Buttons and actions
- Group-by tabs, period 7-365
- Permission needed
- omni.analytics.view
Social Analytics
- What it is for
- Per-account social metrics
- List: columns and filters
- Account, followers, reach, impressions, engagement, posts, comments, shares, clicks, lead conversions
- Buttons and actions
- Period
- Permission needed
- omni.analytics.view
Campaign ROI
- What it is for
- Marketing ROI
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.analytics.view
Agent Performance
- What it is for
- Per agent: assigned, resolved, messages, first / average response, SLA compliance, leads, conversions, rating
- List: columns and filters
- Agent, Assigned, Resolved, Messages, First response (min), Avg response, SLA compliance, Leads created, Conversions, Customer rating
- Buttons and actions
- Period
- Permission needed
- omni.analytics.view
Conversion Funnel
- What it is for
- Reach -> Engagement -> Conversation -> Lead -> Qualified -> Opportunity -> Quotation -> Order -> Revenue
- List: columns and filters
- Funnel steps with value and rate %
- Buttons and actions
- Period
- Permission needed
- omni.analytics.view
Response SLA
- What it is for
- SLA by channel and the conversations due now
- List: columns and filters
- Channel, Conversations, Answered, Target (min), Avg first response, Breached, Compliance; 'Due now' list
- Buttons and actions
- Period; row opens the conversation
- Permission needed
- omni.analytics.view
Attribution
- What it is for
- Marketing attribution
- List: columns and filters
- Marketing app screen (tested in the Marketing checklist); here check only that it opens, or shows 'needs the Marketing app' when Marketing is not installed
- Buttons and actions
- -
- Permission needed
- marketing.analytics.view
Channel Dashboard
- What it is for
- Per channel: messages, conversations, response time, leads, conversions, revenue, cost, ROAS
- List: columns and filters
- Channel, Messages, Conversations, Response time, Leads, Conversions, Revenue, Cost, ROAS
- Buttons and actions
- Period
- Permission needed
- omni.analytics.view