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  2. Implementing Omni

Implementing Omni

A collection of linked articles explaining the setup of a new Omni environment.

Understanding Omni

  • Understanding sessions and preferred agent status
  • Understanding Omni - Elements of an Omni environment
  • Understanding Omni - Planning your requirements
  • Activating Omni

Components of a project

  • Contact lists in Omni
  • Creating a sponsor for Omni
  • Creating an Office for Omni
  • Creating contact lists for Omni
  • Creating Projects for Omni
  • Creating call ending reasons

Agents and agent skills

  • Creating or updating agents for Omni
  • Defining agent skills for Omni

Inbound email

  • Understanding Omni - Internal and external email addresses
  • Creating a message queue
  • Creating inbound routes for email
  • Testing email
  • Setting up email forwarding
  • Specifying the sender address
See all 7 articles

Inbound SMS

  • Setting up inbound SMS projects and queues
  • Ordering an SMS number
  • Setting SMS sender details

Inbound calls

  • Setting up inbound calls
  • Creating an inbound call queue
  • Creating a simple flow
  • Setting up an inbound route for calls

Webchat

  • Webchat widget - Clearing conversation data
  • Top 5 customisation options for the webchat widget
  • Setting up webchat
  • Installing the webchat widget
  • Webchat Widget - Minimal version
  • Webchat widget - Complete version

Chatbot

  • Setting up Out-of-hours Chatbot

Getting more from flows

  • About Flows: Basic and Advanced
  • About Flows: Descriptions of applets
  • Planning a flow
  • Creating flows

Working with message templates

  • Message templates for Omni
  • Canned messages and webchat
  • Creating email templates
  • Creating SMS templates
  • Using canned messages
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