Omnichannel
Omnichannel brings customer conversations into one inbox the whole team shares. The channel available today is WhatsApp. In the menu, the module shows up as Omnichannel.
What is in the menu
Section titled “What is in the menu”| Menu | What it is for |
|---|---|
| Canais (channels) | Connect the business’s WhatsApp number and sync the message templates WhatsApp approved. |
| Inbox | Conversations, with the list on the left and the open conversation next to it. This is where you reply, assign and close. |
| Respostas prontas (canned responses) | Shortcuts to reply with one tap during a conversation. |
| Macros | A set of actions the agent applies at once in a conversation, from the inbox, instead of repeating them by hand. They are the manual flows of Automation: that is where they are created and edited. |
Day to day
Section titled “Day to day”- New messages land in the Inbox where the team can see them. If the sender is not yet a CRM contact, the contact is created.
- Assign the conversation to a person or a group so someone takes care of it.
- Internal notes stay in the conversation for the team only and are never sent to the customer.
- Changing the conversation status (open, pending, resolved) shows the team what is still outstanding.
Flows can assign, tag and change the status of conversations on their own (see Automation).
Entry chatbot
Section titled “Entry chatbot”Each channel can have a chatbot that talks to whoever writes for the first time, before the team: in Canais (channels), open the channel and pick the chatbot under Chatbot de entrada (entry chatbot). The chatbot is an Automation flow with the Quando o chatbot é iniciado (when the chatbot starts) trigger, and it only talks while it is on. The message that opened the conversation does not count as an answer: the chatbot starts from its first step.
Agents can also start a chatbot in a conversation, from the Chatbot section of the conversation panel (Iniciar chatbot, start chatbot): one at a time, only chatbots that are on and only with the 24-hour window open — outside it, the chatbot has no way to write.
While it talks, the conversation shows the Bot atendendo (bot handling) badge and the Assumir (take over) button, which hands the conversation to whoever clicked and takes the chatbot out of it (replying to the customer does too). The AI assistant waits for the chatbot to finish. The customer’s answers show up in the conversation panel, under Chatbot, with the outcome: completed, unanswered, handed over or taken over by the team.