Omni for customer service
Support articles for agents using the LeadDesk Omni interface.
- Snoozing conversations
- Introduction to the Omni interface
- Which agent gets the next call or message?
- Choosing which queues to serve
- Receiving calls and messages
- What happens when an agent misses calls?
- Picking emails from the queue
- Merging contacts in Omni
- Unread messages
- Handling a call
- Creating a conference call
- Handling emails
- Other ways to send an email
- Add a callback to a contact
- How to manage callbacks
- Add a note to a contact
- Close a contact
- Agent away status, switching profile and logging out
- Searching for conversations or people
- Using Writer AI to help answer emails
- Using the History page
- Contact history
- Calling a contact
- Sending an SMS to a contact