Support for Admins
Dashboard and Overview
- Using the AI Transcriber
- AI Insights
- Upgrading the AI Transcriber
- Using the Dashboard
- Agents overview
- Sending messages to agents
Robot dialer
Reports
- Report values explained
- Reporting for Omni
- Creating queries with the Advanced report editor
- Scheduling regular reports
- Analyst AI
- AI Call Summary Report
Creating Projects
- Outcomes - Call Outcomes in Omni
- Outcomes - Projects with no outcomes
- Outbound number settings
- Creating a new outbound project
- Creating a new inbound project
- General information for projects
Working with Projects
- Managing a project's outcomes with ProjectFlow
- Managing groups of outcomes in ProjectFlow
- Viewing the list of projects
- Activating and deactivating projects
- Default common settings for projects
- Setting up SMS order confirmation
Users and agents
- Setting up multi-factor authentication (MFA) for a user
- Employment information and active and inactive accounts
- Setting outbound email addresses for Outbound agents
- Access rights for agents and projects
- Applying agent capacity rules
- Single sign-on (SSO) for LeadDesk
Contact Lists
- Sending bulk SMS messages
- Do Not Call
- Overview of the Contacts page
- What can a contact card contain?
- Preparing a contact list file for upload
- Adding country code to contacts
Products, Manuscripts, Calendar
- Products overview
- Products - Creating products and services
- Creating Product groups
- Commission management
- Manuscript tool - creating manuscripts
- Manuscript tool - viewing and editing manuscript responses
QA (Quality Assurance)
Inbound
- Managing agents' project greetings
- Playing an announcement when a call is picked up
- Managing inbound calls for Outbound agents
- Connecting a phone number to a call queue
- Viewing and managing inbound routes
- Creating inbound routes for calls
Flows
- Creating inbound flows
- Applet descriptions for call flows
- Applet descriptions for message flows
- Examples of flows
- Using the Reply applet
- Duplicating flows
Settings
- Conversation view and Linear view of contact history
- Creating webchat welcome messages
- Creating keyboard shortcuts for Omni
- Note categories
- Categories
- Message templates - Note templates
Stagelight
Integrations
Managing phone numbers
- Dictionary of numbering
- Buying phone numbers
- Understanding phone number mandates
- Releasing phone numbers
- Porting numbers to LeadDesk
- Phone number mandates for Denmark
GDPR
Admin FAQ
- What does this error message mean?
- How do I reset users' passwords?
- How do I make the use of Single Sign On (SSO) mandatory for users?
- Why am I logged out automatically?
- Can I automatically remove dead contacts?
- How do I enable manual contacts (call, email, SMS) for agents using Omni?