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Omnichannel · Reference

Actions and results

What each Omnichannel button and automatic behaviour does, with worked numbers and what the system refuses.

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Unified Inbox Conversation Inbound pipeline Routing SLA AI Assistant Chatbot / AI auto Lead Inbox Lead Ads Conversion Rules Lead Sources Qualification Social Leads Posts Calendar Comments Engagement / Social Analytics Media Library Brand Assets AI Content Studio WhatsApp Templates WhatsApp Broadcasts WhatsApp Flows WhatsApp Calls WhatsApp Catalog Omnichannel Dashboard Agent Performance / Response SLA Lead Analytics / Funnel / Channel Dashboard Campaigns / Automation / ROI menus

Unified Inbox

Action	When	What you do	What happens
Open the inbox	User with omni.inbox.view	Omnichannel > Inbox > Unified Inbox	List loads (max 40), counts on every view, channel and segment; app first-use creates labels, support types, quick replies, SLA policies and the company AI setting
Views and counts	Conversations in several states	Click My Conversations, Unassigned, Waiting, Mentions, Starred, Archived; compare with counts	Each list matches its count; archived and spam are not in Unified; Unassigned shows only open/waiting with no owner
Search	A conversation from +971501234567	Type 4567, then the CNV number, then part of the message	Each search finds it within ~0.3 s of typing; clearing search restores the list
Advanced filters	Mixed data	Filters: channel WhatsApp + SLA Overdue + Unread only; Apply; then Clear	Only matching rows; filter icon shows active; Clear removes all filters
Load more (cursor paging)	More than 40 conversations	Scroll down, press Load more twice	Next 40 each time, no duplicates, ordered by last message newest first
Live update	Two browsers: agent A in the inbox; send a test message (Configuration > Accounts > Test message)	Watch A's inbox without refreshing	Within ~2-4 s the conversation jumps to the top with unread badge; an open conversation reloads its thread

Conversation

Action	When	What you do	What happens
Open marks read / Mark unread	Unread conversation	Open it; then More > Mark unread	Badge clears on open; Mark unread puts badge 1 back
Reply on the conversation's channel	WhatsApp conversation within 24 h, sandbox account	Type a reply, Send	Bubble on the right with author and ticks; preview updated; first response time set; unread 0; audit omni.message.sent
24-hour WhatsApp window	WhatsApp conversation whose last customer message is > 24 h old	Open it; try free text with Via template off	Banner 'The 24-hour WhatsApp window is closed - send an approved template...'; Via template is on; free text refused with the 24-hour message; template send works
Send and resolve / Send and wait for customer	Open conversation	Send menu > Send and resolve; on another: Send and wait for customer	Resolve: message sent and status Resolved. Wait: expected status Waiting for customer
Internal note and @mention	Colleague username sara in the company	Note tab: '@sara please call him'; Add note	Yellow note bubble 'Internal note · <me>', never sent to the customer; Sara gets 'X mentioned you in CNV-...' and sees it under Mentions
Send attachment	Open conversation	Paperclip > choose a 1 MB PDF with caption text	Document bubble with name, size and download; image/video/audio render inline
Failed message and retry	Live account with a wrong token (sandbox test account needed) or an inactive account	Send a reply	Bubble 'Not sent: <platform error>' with Retry; Retry resends; other channels unaffected; account last error shown in Accounts
Assign / Take / Transfer / Watch / Star	omni.assign for Assign/Transfer	Assign to Sara; More > Take conversation; Transfer to team with note; Watch; Star	Owner changes; Sara notified 'Conversation assigned to you'; Transfer clears owner then re-routes; hand-over note stored internal; watch/star toggle; each writes Recent Activity
Status, label, priority, AI mode	Open conversation	Status menu: label Qualified; Status: Waiting internal; More > Priority Urgent; AI off	Header shows the new label/status; priority restarts SLA; AI off disables the assistant panel ('The assistant is off for this conversation.')
Resolve, archive, spam, reopen	omni.resolve	Resolve; Reopen; Archive; Mark as spam; Reopen	Resolved stamps resolved time and service status; archive/spam clear SLA and move to Archived/Spam; open notifications for it are resolved; Reopen returns to Open
Block / Unblock contact	omni.resolve	Quick Actions > Block Contact; try to reply; Unblock	All the contact's open conversations become Spam; reply refused 'This contact is blocked. Unblock them to reply.'; after Unblock the conversations stay Spam (reopen by hand - note)
Create Lead	omni.lead.create; CRM installed	Convert > Create Lead > Create	CRM lead created (source = channel, contact name/phone/email, tags, campaign); 'Created LEAD-... in CRM' with Open in CRM; second time says 'Already linked'; Related Records Leads +1; owner notified 'Lead created from a conversation'
Create Opportunity	omni.opportunity.create	Convert > Create Opportunity with value 52000 and close date	Lead created if missing then qualified to an opportunity (CRM qualify); label Qualified; Open in CRM goes to /crm/pipeline
Create Quotation / Sales Order	omni.quotation.create; products with prices	Convert > Create Quotation, add 2 lines; then Create Sales Order with lines	Draft quotation linked to the opportunity (customer created if none); Sales order = quotation confirmed and a draft delivery raised; label Customer; Related Records counts update
Create Support Ticket / Schedule Follow Up	omni.reply	Create Support Ticket (Warranty, High); Schedule Follow Up (Call, tomorrow)	Ticket TCK-xxxxx in Support Tickets with due +48 h, label Support; follow-up task on the lead (or conversation) and activity 'Follow up scheduled for <date>'
Contact panel: outstanding balance	Customer partner with posted invoices; user with document.view / report.view / payment.record	Open the conversation as that user and as a plain agent	Outstanding (and overdue) AED shown only to users with those rights

Inbound pipeline

Action	When	What you do	What happens
Inbound message creates contact and conversation	Sandbox WhatsApp account	Configuration > Accounts > Test message: Ahmed Hassan, +971501234567, 'price for 20 laptops?'	New contact (WhatsApp, external id 971501234567), conversation CNV-xxxxx, message in thread, label New Lead (or Customer if the phone matches a partner), SLA 'Due in 5 min', activity 'Conversation started'
Contact matching across formats	Contact +971 50 123 4567 exists	Send a test message from 971501234567 and another from 0501234567 style (same last 9 digits)	Same contact and same WhatsApp conversation reused; no duplicate contact
Match to existing customer / open lead	Partner with phone +971501112233 and an open CRM lead with email lead@example.com	Test messages from those phone / email	Contact linked to the partner (label Customer, customer type customer) or to the open lead (customer type lead, owner and potential value copied)
Webhook dedupe (same body)	Sandbox account without secret (or live with test signature)	POST the same JSON body twice to the account's Callback URL	First: {ok, status processed, stored 1}; second: {status duplicate, stored 0}; Webhooks screen lists the delivery once
Message dedupe (same message id)	As FN-011	POST two different bodies carrying the same messages[].id	Message stored once; second delivery processed with stored 0
Delivery receipts move forward only	Outbound message with external id X	POST statuses: read, then delivered, then sent for X	Status ends 'read' (never goes back); delivered/read times set; failed with error marks failed
Customer reply reopens	Conversation Resolved / Archived / Waiting for customer	Send a test message from that customer	Status back to Open, Resolved at cleared, activity 'Conversation reopened by the customer'. A Spam conversation stays Spam
Blocked contact is ignored	Contact blocked	Send a test message from that contact	Nothing new in the thread (message dropped); webhook still answered 200

Routing

Action	When	What you do	What happens
Routing rule wins first match	Rules: #10 channel = WhatsApp -> team Sales UAE; #20 language = ar -> team Arabic	Test message on WhatsApp	Team Sales UAE; activity 'Assigned to ...' if auto-assigned; the lower Order number is evaluated first
Conditions: contains / is one of / VIP / business hours	Rules with product contains 'laptop\|printer', country is one of 'AE,SA', vip = yes, business_hours = no	Send messages that match and do not match	Only matching messages take the rule; 'contains' splits on \|, 'is one of' splits on commas; business hours use the Integration Settings hours and UTC offset (default +4)
Account default team and contact owner	No rule matches; account has Default team; contact has an owner	Test message	Team = account default; owner = contact's owner ('Assigned to the contact's owner')
Round robin / Least busy auto-assign	Team with 3 members, Auto-assign on; strategy Round robin, then Least busy	Send 6 test messages from different numbers	Round robin cycles through members; Least busy picks the member with fewest open/waiting conversations; Manual strategy also cycles (no 'manual' branch - note)

SLA

Action	When	What you do	What happens
First-response SLA clock	WhatsApp policy 5 min (default)	Send a test message; wait; reply after 6 minutes	Chip 'Due in 5 min', then 'Overdue 1 min'; reply stops the clock; conversation keeps 'SLA breached'; Response SLA report counts the breach
Policy choice: account > channel+priority > channel > default	Account SLA 0, policy WhatsApp+High 2 min, policy WhatsApp 5 min	Set priority High on a new conversation (More > Priority: High)	Due time recalculated to 2 min; account First response SLA (if > 0) overrides all policies
SLA warning notification	Notification rule 'SLA about to breach' on	Leave a conversation unanswered until 5 min before due	Owner (or team members / omni.assign holders) get 'SLA about to breach: CNV-...' in the bell; after due 'SLA breached'

AI Assistant

Action	When	What you do	What happens
Suggest reply and Use This Reply	omni.ai.use; no AI model (built-in rules) or an AI model set in the AI app	Open a conversation with 'price for 20 laptops'; Suggest Reply; Use This Reply; edit and Send	Suggestion with prices from matching products (only if 'Give approved prices' allowed); engine label shows 'Built-in rules' or the model; AI audit logs proposed + reply_used / reply_edited
Summarize, Extract, Qualify, Sentiment, Next Best Action, Translate	As FN-038	Run each mode	Extract/Qualify fill the qualification (Leads > Qualification shows product, qty, temperature, score); Sentiment sets the conversation sentiment; Next Best Action shows a button that opens the matching dialog; Translate without a model says it needs the AI model

Chatbot / AI auto

Action	When	What you do	What happens
Bot and AI auto reply on inbound	Active chatbot for WhatsApp with intent 'price\|cost \| Our sales team will send prices \| Sales, Support \| handoff' and hand-off team; another company with AI mode 'auto'	Send a test message 'what is the cost?'	Bot answers with the reply and up to 3 buttons, author = bot name, conversation handed to the team; without a bot, AI auto reply sends only if confidence >= the setting's Auto-reply confidence (default 80) else logs 'held'

Lead Inbox

Action	When	What you do	What happens
Add a manual lead and auto-convert	omni.lead.create; CRM installed	Lead Inbox > Add lead: Fatima Ali, fatima@example.com, +971552223344, Source Manual	Row appears under Converted with CRM lead number; CRM lead source 'Manual'; a second Add with the same email links to it (status Duplicate, note 'Linked to open lead LEAD-...')
Lead ad webhook to CRM lead with attribution	Facebook account (sandbox) and a lead form with Platform form id 111 and campaign	POST to the account callback {"leads":[{"id":"L1","form_id":"111","fields":{"full_name":"Omar Khan","email":"omar@example.com","phone_number":"+971503334455"}}]}	Submission in Lead Inbox; with Auto-convert on it becomes a CRM lead 'Facebook Lead Ads - Omar Khan' with the campaign; repeat post with the same id is ignored; Lead Ads 'Leads' count +1
Reject / convert later	Form with Auto-convert off	Post a lead; Reject (X); open Rejected; Convert	Rejected with note 'Not a lead'; a rejected submission can still be converted; a converted one -> 'This submission has already been converted.'

Lead Ads

Action	When	What you do	What happens
Welcome WhatsApp template after conversion	Form with WhatsApp welcome template (approved, utility) and a WhatsApp account	Post a lead with a phone	A WhatsApp conversation (Waiting for customer, label New Lead) is created with the template sent to the lead; marketing template without opt-in is skipped silently but the lead stands

Conversion Rules

Action	When	What you do	What happens
Lead strategies	Test account; change the strategy each time	Create immediately / After first reply / After a price request / After contact details / After AI qualification / Manual only; send test messages	Lead made: at the first message; after the first agent reply; only when a price word appears; when an email or phone appears; when qualification intent = purchase; never automatically. Support-labelled conversations never become leads automatically
Per-account override	Two accounts	Set account A = Manual only, company default = Create immediately; send to both	Only account B's conversation gets a lead

Lead Sources

Action	When	What you do	What happens
Add sources from the specification	omni.configure	Add one chip, then Add all	Sources added to CRM's source master; the chips disappear; Leads (90 days) counts by source name

Qualification

Action	When	What you do	What happens
AI qualify from the board	Open lead conversations	Press AI qualify on a row	Product, qty, location, urgency, intent, temperature (hot >= 70, warm >= 45, cold), score filled; 'hot' moves label New Lead -> Interested

Action	When	What you do	What happens
Open CRM lead and chat	Leads from channels	Click a row; click Chat	Row opens /crm/leads/<number> (opportunity: /crm/pipeline/...); Chat opens the conversation

Posts

Action	When	What you do	What happens
Create and submit a post	omni.social.create; a sandbox Facebook and Instagram account	New post: both channels, caption, hashtags, 1 image; Save draft; Submit for approval	POST-xxxxx Draft then Pending approval; preview tab per platform; approval steps Marketing Manager -> Brand Review (-> Legal Review if ticked)
Author cannot approve; step-by-step approval	Author A, approver B (omni.social.approve)	A presses Approve; B approves each step	A refused 'The author cannot approve their own post.'; each Approve signs the next pending step (name and time shown); after the last step: Approved (or Scheduled if a time is set and 'Publish as soon as approved' is off)
Reject returns to draft	Pending post	B: note 'Change the image', Reject	Status Draft; banner 'Returned: Change the image'; author edits and resubmits (approval restarts)
Publish now, channel by channel	Approved post on 2 channels, one channel broken (inactive / live with bad token)	Publish now	Each channel has its own status, link and error; post Published if at least one channel succeeded, Failed (notification 'Post failed to publish') if none
Schedule and the scheduler	Approved post; scheduler running on staging	Untick Publish as soon as approved; Schedule 10 minutes ahead; wait	Status Scheduled; published by the clock (every 30 s) at the time - expected at the Dubai time entered; Unschedule returns to Approved
Editing an approved / scheduled post	Approved post	Change the caption; Save draft	Post goes back to Draft and approvals are cleared (must be re-approved); Pending / Published posts cannot be edited ('A post under review or published cannot be edited.')
Duplicate, refresh metrics, archive	Published post	Duplicate; Refresh metrics	Copy '... (copy)' in Draft with the same channels; metrics refresh pulls comments (live accounts)

Calendar

Action	When	What you do	What happens
Month / week / list / by campaign / by platform	Scheduled and published posts	Switch the five modes; Previous / Next / Today; click an event	Posts on their day; click opens the composer

Comments

Action	When	What you do	What happens
Comment ingest and dedupe	Facebook sandbox account	POST {"comments":[{"id":"C1","post_id":"P1","from":{"id":"u1","name":"Mona"},"text":"Price please?"}]} twice	One Open comment by Mona with sentiment; the second post is ignored
Reply, like, hide, assign, tag, close	Open comment	Reply 'Sent you a DM'; Like; Hide; Show; Assign to Sara; Tag 'price'; Close	Replied (reply text shown); Liked disabled after; Hidden/Open toggles; assigned name shown; tag on the button; Closed tab
Create lead / ticket from a comment	omni.lead.create	Create Lead; Create Ticket	CRM lead '<Channel> comment - Mona' (button turns 'Lead created'); complaint ticket TCK-... (button disabled)

Action	When	What you do	What happens
Metrics per account	Live accounts with analytics (Meta / LinkedIn / YouTube test accounts needed - Blocked if unavailable)	Open Engagement 7 / 30 / 90 days	KPI totals equal the sum of the table; sandbox accounts show 0 (metrics fetched daily from live accounts only)

Media Library

Action	When	What you do	What happens
Upload, edit, delete	omni.social.create	Upload 2 images and 1 PDF; open one, add tags 'brand, oct'; Delete an unused item; try to delete one used by a post	Thumbnails and used counts; changes saved; used item refused with the post numbers

Brand Assets

Action	When	What you do	What happens
Brand uploads	-	Content > Brand Assets > Upload a logo	Item marked Brand asset and listed only there and in the main library

AI Content Studio

Action	When	What you do	What happens
Generate copy	omni.ai.use	Write a Caption, English, Instagram, About 'New Dell laptops for offices'; Generate; Use from the composer	Copy shown (built-in template with #UAE #Dubai when no model); Use fills the caption

WhatsApp Templates

Action	When	What you do	What happens
Create, submit, sync, clone, archive	omni.whatsapp.template; WhatsApp account (sandbox; live needs a Meta WhatsApp Business test account)	Create 'promo_oct' Marketing; Preview; Submit; Sync; Clone; Archive the clone	Sandbox: Approved immediately; live: Pending until Sync returns Approved/Rejected (rejection reason shown; 'Template rejected' notification); clone 'promo_oct_copy' Draft; archived hidden from senders

WhatsApp Broadcasts

Action	When	What you do	What happens
Consent check per recipient	Marketing installed; audience of 3 with phones: 1 opted in, 1 opted out, 1 no record; Marketing template	New broadcast > Send now	Sent 1, No consent 2; Recipients list shows 'skipped' with the reason per person; without Marketing every marketing recipient is skipped 'Install the Marketing app to record consent...'
Utility broadcast to tagged contacts	Utility template; 2 WhatsApp contacts tagged 'vip' (one blocked)	Tags 'vip', {{1}} = {name}, Send now	Only the non-blocked contact receives it with their name; conversation created as Waiting for customer; counts Sent / Delivered / Read / Replies update as receipts and replies arrive
Schedule and cancel	Draft broadcast	Set a schedule 10 min ahead > Schedule; then Cancel another scheduled one	Status Scheduled; the clock sends it at the time; Cancel -> Cancelled; a sent one cannot be changed ('Only a draft or scheduled broadcast can be changed.')

WhatsApp Flows

Action	When	What you do	What happens
Create and send a flow	omni.whatsapp.template	New flow with 2 screens, Status published; in a WhatsApp conversation send it (API POST .../conversations/<id>/flow)	Flow listed with 2 screens; interactive message in the thread titled with the first screen; a draft flow -> 'Choose a published flow.'

WhatsApp Calls

Action	When	What you do	What happens
Start and log a call	WhatsApp conversation; sandbox account	Channel Actions > Start Voice Call; WhatsApp > Calls > open the call > Log call	Call row Requested / out with the agent; activity 'Voice call started'; Log creates a done CRM call task 'WhatsApp call (N min)' and 'Logged in CRM' tick

WhatsApp Catalog

Action	When	What you do	What happens
Add, sync, send catalog	omni.configure; products with prices	Add 2 products; Sync to WhatsApp; in a conversation Send Catalog with both	Items Pending then Synced; message 'Catalog: 2 product(s)'; price is the product master price

Omnichannel Dashboard

Action	When	What you do	What happens
KPIs match the data	Known test data in the period	Open the dashboard 7 / 30 days; compare counts with the inbox, CRM and Sales	New / open conversations, unread, SLA breaches, leads, opportunities, revenue match; campaign spend 'Marketing not installed' when absent

Agent Performance / Response SLA

Action	When	What you do	What happens
Agent and SLA figures	Two agents with replies, one breach	Open both reports	Assigned, resolved, messages, response minutes and compliance per agent; SLA per channel with target and breaches; Due now list opens conversations; Customer rating is blank

Lead Analytics / Funnel / Channel Dashboard

Action	When	What you do	What happens
Grouping and funnel	Leads from several sources	Lead Analytics by Source, Platform, Campaign, Channel, Owner, Country, Product; open Funnel and Channel Dashboard	Groups add up to the total; funnel steps decrease with rates; channel rows show response time and leads

Campaigns / Automation / ROI menus

Action	When	What you do	What happens
Marketing screens inside Omnichannel	Company with and without Marketing installed	Open each Campaigns, Automation (Rules, Journeys, Triggers, Scheduled) and Analytics (ROI, Attribution) entry and Configuration > Consent	With Marketing: the Marketing screen opens; without: a 'needs the Marketing app' card - never a blank page

Updated 3 October 2026