As of release 25.36 in September 2025, there are two current releases of the Omni solution for customer service in LeadDesk.
- Some existing clients and all new Omni clients use the updated version, indicated by version number 25.x. As a shorthand we refer to this version as "Omni 25".
- Most existing clients will continue with the older version, indicated by version number 11.x. The intent is to move all clients to Omni 25 in the coming months.
This article lists the big new changes in Omni 25, so you can see how this would affect you!
Big new ideas
Conversations
Introducing a new way to review your contact’s history in Omni 25: conversations.
A conversation may contain multiple calls or messages, usually covering one topic, and ends when the agent assigns an outcome to it. The contact’s history now shows a table of these conversations, summarizing important information about each. This lets the agent focus on relevant elements of the customer’s history, without having to navigate through unrelated messages.
- Third party messages are clearly indicated in conversations.
- Interactions can be moved between conversations or can be used to start a new conversation for a new topic.
- Conversations are each assigned a unique ID which can be used in searching.
- Agents can rename conversations to help better manage them, or document their subject matter.
Categories
Admins can now define categories that agents can add to messages to help them track what is happening in a conversation. How you use categories is up to you. For example, they could:
- Attach a status to a message to see where in the process a conversation has reached.
- Tag calls or messages with a category to show which products were discussed.
- Track the types of questions contacts have asked.
Agents can see the categories applied to conversations in the contact’s history, making it easier to track what is going on with a contact, or to find earlier conversations which covered similar topics in case there is an underlying cause.
For more information about conversations and categories, see the support articles The new conversation view and Working with categories.
Linear view
If you prefer the traditional Omni view of history, you can instead use the linear history view.
Other new features
Keyboard shortcuts
Admins can now define keyboard shortcuts for their agents to use, letting them start/stop inbound, mute their microphone, handle conference calls and logout. See the support article Creating keyboard shortcuts for Omni.
Project greetings
Agents can now record a greeting for each project they work on. The greeting will be played to the caller when the agent accepts the call. See the support article Recording project greetings.
Updated Conference calls
The interface for conference calls has been completely rebuilt. The new interface is simpler and more intuitive but offers agents more control when handling conference calls. Check out more information on this exciting update in this support article Changes to the conference call interface.
Note categories
Create a new note template, which can be set as private or public. When you create categories for your queue, you can associate them with note templates, as a quick way for agents to add standard text to a conversation.
Improved contact matching for calls
Normally contacts are recognised based on the phone number they are calling from. Now, you can use flows to gather a unique identifier from the contact, a membership number for example, and use that to match them.
Contacts will still match on email address for emails.
Updates to existing features
As well as these new features, we have a host of new updates and quality of life improvements for existing Omni features. Including:
- Improved searching. Searching is faster in the agent interface. Searches also include the contents of Notes.
- Snoozed conversations tab. Agents can track the conversations they have snoozed and unsnooze them from the new Snoozed tab.
- Improved call interface. Streamlined the interface for inbound calls to bring them in line with other active conversations.
- Webchat welcome messages. Create chat templates that can be sent to the chat when an agent accepts it.
- Message tags in webchats. It is now possible to include tags like {agent.name} in message templates and use them as canned messages in webchat.
- Notify agent when the customer ends a webchat. Let the agent know when the customer ends a webchat so there is no need to wait.
- Queue position notification for webchat. The webchat widget can now let customers know how many people are in the queue to chat to an agent.
- Notification center for agents. If the Admin sends messages to their agents, those messages are now held in the new notification center.
- Set inbound calls to auto-answer. Eliminate the risk of agents missing calls that are offered to them.
- Improved data-completeness. Make options like notes and categorization mandatory.
- Audit logs. Clients with access to the replica database now have extended audit options for agent activity in Omni. See who interacted with which contact’s information.
- Keep conversations active when the call ends. New Admin setting determines whether the outcome of a call automatically also ends the conversation.
- End conversations without outcomes. Not all Omni use cases need outcomes to be recorded, so now you can switch off outcomes for projects.