Omni for customer service
Support articles for agents using the LeadDesk Omni interface.
- Introduction to the Omni interface
- Choosing which queues to serve
- Contact history: Using the linear view
- Contact history: Using the conversation view
- Which agent gets the next call or message?
- Receiving calls and messages
- What happens when an agent misses calls?
- Handling a call
- Creating a conference call
- Conference calls in Omni
- Handling webchat
- Using note categories
- Snoozing conversations
- Working with categories
- Using the Snoozed tab
- Recording project greetings
- Merging contacts in Omni
- Unread messages
- Handling emails
- Other ways to send an email
- Picking emails from the queue
- 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 the History page
- Contact history
- Calling a contact