"Omni” interface (omnichannel) allows to work with requests from chat, messengers and social networks in the live chat mode (simplified and interactive interface of the request). The priority of this interface is to process requests from users as quickly as possible. This module has its own statistics, separate due date and other functions and settings for efficient work of employees.

1. Omni management - this tab contains information about active correspondence, operators who work in the system and visitors of your site.
2. Unassigned - all conversations that came to your system from social networks/ messengers or chat channels, and in which no executor has been assigned yet;
3. All chats - all current correspondence of an employee are displayed here (requests that the employee picked up by himself or where he became an executor with the help of automatic distribution);
4. Chat - the requests that came from the chat widget are displayed here.
5. Facebook - the requests received from the Facebook (messenger);
6. Viber - calls received from the Viber channel;
7. Telegram - appeals received from Telegram;
8. Instagram - requests received from Instagram;
9. Whatsapp - requests received from Whatsapp;
10. Settings - allows you to set and edit scenarios for receiving requests from the site, add response templates, as well as select from which channels and in what status to display requests in the section, edit widget and chat display settings and other restrictions.

Let's take a closer look at the section “Omni Management”. Here you will find various tools to control the quality of service. The following features will be available in the management:

• Active chats. A supervisor or manager can view which of the operators is working with which requests, view the correspondence itself, transfer the correspondence, assign an executor and, if necessary, leave a comment for an employee. This tab also allows filtering by departments and channels, as well as sorting by duration, activity and chat creation:

• Agents. This menu displays all operators that are active in the system, their current status, the number of active chats, the time since the last reply, the average time of the first reply after the appointment, as well as the average time of the first reply and all replies for today.

The settings of the Omnichannel module include several items that allow you to customize and automate the main points of work.

• In the settings you can set the Scenarios by which requests from the chat widget will be received by the required departments and assigned to the required employees. The following settings can be set:
  • Department in which the request will be created, provided the occurrence of the specified URL is met;
  • Group - real-time chat will be available depending on whether the employees of this group are online or not. If none of the employees are online, the user can be prompted to leave a request using the feedback form;
  • Request form - if this option is enabled, the user will be shown the form of creating a request when none of the operators is online;
  • Activity - this option affects whether the script is active or not;
  • Site links - full or partial entry for which this scenario will be triggered.

• Template Management. Thanks to pre-prepared templates, operators can save time when answering frequently asked questions. In the template itself, you need to specify:
  • channels in which this template can be applied;
  • tags, when writing which the template will be displayed;
  • and the content of the template itself.

In order to apply a tag from the template, you must specify it in the format “/tag” when answering the request:

The “Show single department avatar in widget” setting displays the Department's set “Single Employee Avatar” in the widget:

In the Advanced Settings you can:

1) Enable the display of a timer for clients waiting for a response from an employee. The timer will be displayed in the correspondence window with the user:

2) Enable changing the color of the chat on the sidebar, depending on how long customers wait for a response from an employee. Thanks to this feature, you can, for example, visually highlight the correspondence in which a customer waits for a response for more than the required time, and take action if necessary: