Knowledge For All
Usage
Canned Responses
Create common reply messages using canned responses Canned Responses are saved reply templates that are used to send out a reply to a conversation quickly. You can use canned responses to save...
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Custom Attributes
Custom Attributes OMNI supports custom attributes other than standard data attributes (a default set of data about your conversations/contacts like Name, Email, Location, etc.). A custom...
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CSAT - Customer Satisfaction Score
CSAT The CSAT(Customer satisfaction score) generally represents how happy customers are with your product or service or specific experience. CSAT is one of the critical customer satisfaction...
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Contacts
Contacts Contacts section in OMNI contains the details of End Users/Customers that you have interacted with using OMNI Widget. You can consider it as Customer Data Base. Click on Contacts on...
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Chat Routing
Routing conversations Every conversation in OMNI can have an assignee. An assignee can be manually added to the conversation via the web console or the API, or the organizations can opt for...
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Reports
Reports Reports of the conversations which has happened over time, can be viewed in the Reports Section. Click on Reports on home page. The below window opens up with Overview of the...
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Conversation Workflows
Conversation Workflow The customer initiates a conversation from the website front end - through the widget. For example: Customer types in 'Help' Automated response set in channel...
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Keyboard Shortcuts
Keyboard Shortcuts OMNI has several keyboard shortcuts that perform operations that help you to navigate through the different dashboards and make some actions more efficient with the help of the...
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Command Bar - Efficient usage
Commandbar OMNI's command bar will help you navigate more seamlessly around OMNI dashboard and optimize you workflow with a new host of commands starting with a single shortcut - ⌘ + K on macOS...
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