Omnichannel Messaging Overview

Omnichannel messaging lets you connect several digital messaging channels to Cloud Voice and handle them all from one place. “Omnichannel” simply means every channel a customer might reach you on (text messaging, social platforms, and more) feeds into the same shared workspace. Instead of jumping between separate apps, your agents read and reply to every customer conversation from one screen. The result is faster responses for your team and a more consistent experience for your customers.

Note

This page is an overview of what the feature does and who uses it. The hands-on setup (connecting channels, defining routing rules, assigning agents) lives in the Omnichannel Messaging Administrator Guide, and day-to-day chat handling lives in the Omnichannel Messaging Agent Guide.

What omnichannel messaging gives you

A single inbox for every channel

Agents receive and answer customer messages from all connected channels right inside the Cloud Voice App, so there is no need to switch tools to keep up with each conversation. Every session is kept on the Cloud Voice server, giving you one central record of all messaging activity.

Note

Because conversations are stored centrally on the server (not just on an agent’s device), the full chat history stays available for review and travels with the conversation when it is handed off to another agent.

Contact customers from a business number

Agents reach out using your business number, keeping their personal mobile numbers private. When a chat needs a more direct touch, it can be escalated to a phone call so the agent can resolve the issue by voice.

Tip

Messaging from the business number gives customers one consistent, professional identity to recognize, and it means an agent never has to expose a personal mobile number to a customer.

Easy handoffs between agents

An agent can transfer a conversation to a colleague when a customer’s issue needs different expertise. The receiving agent sees the full chat history and can pick up the conversation without missing a beat.

Flexible chat assignment

Incoming messages from every channel can be routed to your agents so the workload is shared across the team and customers wait less. There are two ways a queued chat can reach an agent:

• Automatic: the chat is assigned to the first agent who responds to it in the queue.
• Manual: agents claim (take over) sessions themselves as they come in.

Tip

Automatic assignment keeps busy queues moving because the fastest available agent picks up each chat. Manual assignment gives agents more control over which conversations they take, which suits smaller or specialized teams. You configure which behavior applies when you set up routing.

Who does what

How you use omnichannel messaging depends on your role. The two roles below cover setup and day-to-day handling of conversations.

Note

Agents cannot use omnichannel messaging until a system administrator has connected at least one channel and set up routing. If your agents see no incoming chats, confirm the administrator setup is complete first.

Role	Responsibilities
System administrator	Sets up and maintains omnichannel messaging: connecting communication channels, defining routing rules, assigning agents, and managing conversation history. See the Omnichannel Messaging Administrator Guide.
Agent	Works directly with customers across the connected channels: answering inquiries, resolving issues, and providing support. See the Omnichannel Messaging Agent Guide.