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Omnichannel · Reference

Field reference

Every field on every Omnichannel form: label in English and Arabic, type, whether it is required, its limits, a valid example and what the system refuses.

On this page (36)

Inbox > Advanced filters Inbox > list Conversation > Composer (Reply)Conversation > Composer (Note)Conversation > Composer Assign conversation Assign conversation / Transfer Transfer to team Create Lead / Create Opportunity Create Opportunity Create Quotation / Sales Order Create Support Ticket Schedule Follow Up Tags dialog Edit contact Contact / Lead panel Send Template Send Catalog Share Location Support Tickets Lead Ads > form Lead Inbox > Add lead Conversion Rules / Integration Settings Post composer Post composer (pending)Comments Media Library > Upload Media Library > Add by URL Media Library > item AI Content Studio WhatsApp > Template form WhatsApp > Template (edit)WhatsApp > Broadcast form WhatsApp > Flow form WhatsApp > Calls > Log call WhatsApp > Catalog

Inbox > Advanced filters

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Channel	القناة	Select	No	Any + 13 channel types (WhatsApp ... Custom); also the left-nav channel buttons	Any	WhatsApp
Owner	المسؤول	Select (user)	No	Any / Unassigned / company members. Options come from GET config/teams	Any	Unassigned
Status	الحالة	Select	No	Open, Waiting customer, Waiting internal, Resolved (labels English only)	Any	Open
Tag	الوسم	Select	No	Tags from Configuration > Tags; filtered after paging (may show fewer than 40 rows)		vip
Customer type	نوع العميل	Select	No	New / Lead / Customer		Lead
Lead status / label	حالة العميل	Select	No	New Lead, Interested, Qualified, Customer, Support, B2B Lead, Info Request (fixed list, not the company's labels)		Qualified
SLA	اتفاقية الخدمة	Select	No	Response due / Overdue / Breached		Overdue
Team	الفريق	Select	No	Company teams (from config/teams - omni.configure)		Sales UAE
From / To	من / إلى	Date	No	Filters last message time; dates are compared as UTC midnight, not Dubai midnight		01/10/2026 - 02/10/2026
Unread only	غير المقروءة فقط	Checkbox	No	unread count > 0	Off

Inbox > list

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Search conversations	ابحث في المحادثات	Text	No	Debounced 300 ms; matches contact name, phone, email, username, company, preview, conversation number (CNV-00001)		+971501234567

Conversation > Composer (Reply)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Message	الرسالة	Textarea	Yes	Trimmed; stored up to 8000 chars; Ctrl+Enter sends; disabled without omni.reply; WhatsApp: refused when the 24-hour window is closed		Hello Ahmed, the price for 20 laptops is AED 52,000 excl. VAT.	Empty -> 'Type a message.'; WhatsApp 25 h after the customer's last message -> 'WhatsApp only allows free text within 24 hours of the customer's last message. Send an approved template instead.'

Conversation > Composer (Note)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Internal note	ملاحظة داخلية	Textarea	Yes	Never sent to the customer; @username or @firstname mentions a colleague of this company (notification + Mentions view); 8000 chars		@sara please check stock for Dell Latitude	Empty -> 'Write the note.'

Conversation > Composer

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Via template	عبر قالب	Switch	-	WhatsApp only; on by default when the window is closed; Send then opens Send Template
Attachment	مرفق	File	No	Max 16 MB; image/video/audio/document by MIME; caption = the typed text; WhatsApp window must be open		quote.pdf (200 KB)	20 MB file -> 'Files up to 16 MB can be sent.'; empty file -> 'The file is empty.'; closed window -> 'WhatsApp only allows media within 24 hours of the customer's last message.'
Quick replies (/code)	ردود سريعة	Buttons	-	First 5 active quick replies, shown when the box is empty; {name} becomes the contact's first name		/greeting

Assign conversation

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Person	الشخص	Select (member)	No	Empty = Unassigned; must be a member of this company		Sara Agent	A user of another company (API) -> 'That person is not in this company.'

Assign conversation / Transfer

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Team	الفريق	Select (team)	Transfer: Yes	Active teams; Transfer clears the owner and re-runs routing/auto-assign			Transfer with no team -> 'Choose the team.'

Transfer to team

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Hand-over note (internal)	ملاحظة التسليم (داخلية)	Textarea	No	Stored as an internal note (4000 chars)

Create Lead / Create Opportunity

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Title	العنوان	Text	No	Blank = '<product interest> - <name>' or '<Channel> enquiry - <name>'; 180 chars		20 laptops - Ahmed Hassan
Expected value	القيمة المتوقعة	Number (AED)	No	Prefilled from AI estimated value or contact potential value; non-numbers ignored		52000
Customer need	حاجة العميل	Textarea	No	Prefilled '<product> x <qty>'; 4000 chars		Dell Latitude x 20

Create Opportunity

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Expected close	الإغلاق المتوقع	Date	No	Default today + 30 days (browser UTC date)		01/11/2026

Create Quotation / Sales Order

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Customer (created from the conversation)	العميل	Text	When no partner	Shown when the conversation has no customer; a new customer partner is created with the contact's email/phone		Gulf Trading LLC	Empty and contact has no name/phone -> 'Name the customer.'
Product search	ابحث عن المنتجات	Search	-	Active products, 20 results, price and stock shown; click a row to add a line
Line: Qty / Price	الكمية / السعر	Number	Order: at least one line	Price blank = product price; tax rate from the product; up to 100 lines; Total before tax shown		20 x 2600.00	Sales order with no lines -> 'Add the products for the order.'; a product of another company (API) -> 'Choose a product for every line.'

Create Support Ticket

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Type	النوع	Select	Yes	Options = company support types; server accepts only ticket, complaint, warranty, return, service	Support ticket	Warranty request	A custom support type added in Configuration -> 'Choose the type.'
Priority	الأولوية	Select	Yes	Low / Normal / High / Urgent	Conversation priority
Subject	الموضوع	Text	No	Default = first 120 chars of the preview; blank -> 'Support request'; 200 chars		Laptop not received
Description	الوصف	Textarea	No	8000 chars; due = now + 48 h		Order SO-00012 not delivered

Schedule Follow Up

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Subject	الموضوع	Text	No	Default 'Follow up: <name>'; 180 chars
Type	النوع	Select	Yes	Call / Email / Meeting / Task (labels English only)	Call
Due	الاستحقاق	Date	Yes	Default tomorrow; task is on the lead, else on the conversation		03/10/2026
Assigned to	مسند إلى	Select	No	Blank = Me (conversation owner, else me)
Notes	ملاحظات	Textarea	No

Tags dialog

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Tags / New tag	الوسوم / وسم جديد	Checkboxes + Text	No	Max 20 tags, 40 chars each; a new tag is added to Configuration > Tags; saved on the contact and the conversation		laptops

Edit contact

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name	الاسم	Text	No	160 chars		Ahmed Hassan
Phone	الهاتف	Text	No	40 chars; no format check		+971501234567	'abc' is accepted (no validation - note)
Email	البريد	Email	No	254 chars, lower-cased; server does not validate the format		ahmed@example.com	'ahmed@' via API is accepted (note)
Company	الشركة	Text	Per field setting	160 chars; Applications > Omnichannel > Fields 'Contact company': hidden / optional / required / read-only		Gulf Trading LLC	Required + empty -> 'Contact company is required by this company.'; read-only + change -> 'Contact company cannot be changed in this company.'; hidden + value -> 'Contact company is turned off for this company.'
Location	الموقع	Text	Per field setting	160 chars; field setting 'Contact location' (same four modes)		Dubai	Required + empty -> 'Contact location is required by this company.'
Potential value	القيمة المحتملة	Number (AED)	No	Decimal		52000	'abc' (API) -> 'Give an amount.'
Owner	المسؤول	Select	No	Also moves the open CRM lead's owner
VIP	VIP	Checkbox	No	New conversations get priority High; VIP notification rule

Contact / Lead panel

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Lead Status	حالة العميل	Select (CRM stage)	-	Shown when a lead exists; moves the CRM deal's stage			A stage that needs qualification while still a lead -> 'Qualify the lead (Convert > Create Opportunity) before moving it past this stage.'

Send Template

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Template	القالب	Select	Yes	Approved templates of this number or of no number; 'name · language · category'			Draft template id (API) -> 'Only an approved template can be sent.'; none -> 'Choose a template.'
{{1}}, {{2}} ... variables	المتغيرات	Text	Yes	One box per placeholder; {{1}} prefilled with first name; live preview		Ahmed	Blank {{2}} -> 'Fill in {{2}} before sending.'

Send Catalog

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Products / Message	الكتالوج / الرسالة	Checkboxes + Text	At least one product	Active WhatsApp catalog items			Product not in the catalog (API) -> 'Choose products that are in the WhatsApp catalog.'

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name / Address / Latitude / Longitude	(labels English only)	Text	No	Default company name and Dubai 25.2048, 55.2708; 'Use my location' button		a2NSoft Office, Business Bay

Support Tickets

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Status	الحالة	Buttons	-	open, pending, waiting_customer, escalated, resolved, closed; resolved/closed stamps Resolved at and sets the conversation service status			Status 'done' (API) -> 'Choose a status.'

Lead Ads > form

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name	الاسم	Text	Yes	160 chars		FB - Laptops Oct 2026	Empty -> 'Name the form.'
Platform	المنصة	Select	Yes	facebook / instagram / linkedin / tiktok (raw lower-case labels)	facebook
Platform form id	معرف النموذج	Text	No	120 chars; lead webhooks with this form id use this form's mapping and campaign		1234567890
Channel account	حساب القناة	Select	No	Any channel account of the company
Campaign (Marketing)	الحملة	Select	No	Marketing campaigns (empty list without Marketing)
WhatsApp welcome template	قالب الترحيب	Select	No	Approved templates; sent to the lead's phone after conversion (consent applies to marketing templates)
Field for full name / email / phone number / company name	الحقل لـ	Text	No	The platform's field key for each value (blank = same key); only these 4 keys (+ first/last name via API) kept		full_name
Convert to a CRM lead automatically	تحويل تلقائي	Checkbox	No		On
Active	نشط	Checkbox	No		On

Lead Inbox > Add lead

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
name / email / phone / company / utm campaign	(labels English only)	Text	One of name, email, phone	Email lower-cased (format not checked); phone 40; name/company 160; converts at once (duplicate of an open lead with the same email or phone is linked, status Duplicate)		Fatima Ali, fatima@example.com, +971552223344	All empty -> 'Give at least a name, an email or a phone number.'
Source	المصدر	Select	Yes	Manual, Import, QR Campaign, Landing Page, Website Form	Manual
The person agreed to marketing messages	وافق الشخص على الرسائل التسويقية	Checkbox	No	Records an explicit marketing opt-in in Marketing > Consent (email if given, else WhatsApp)	Off

Conversion Rules / Integration Settings

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Lead strategy (company default / per account)	الافتراضي للشركة / استراتيجية العملاء	Select	Yes	Create immediately, After first reply, After a price request, After contact details, After AI qualification, Manual only	After a price request		Unknown value (API) -> 'Choose a strategy.' (Integration Settings: 'Choose a lead strategy.')
Price-request words	كلمات طلب السعر	Text (comma list)	No	Lower-cased, max 60 words	price, cost, quote, quotation, how much, rate, offer, سعر, الأسعار, كم, عرض سعر	price, cost, سعر

Post composer

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Channels	القنوات	Checkboxes	Yes (to submit)	Active accounts whose adapter can publish (Facebook, Instagram, LinkedIn, TikTok, YouTube, X, Custom)			None ticked on submit -> 'Choose at least one channel.'; WhatsApp account id (API) -> '<name> cannot publish posts.'
Title (internal)	العنوان (داخلي)	Text	No	200 chars		Back to school laptops
Type	النوع	Select	Yes	Post, Reel / short video, Story, Video, Article, Platform draft (TikTok)	Post		Other (API) -> 'Choose the post type.'
Language	اللغة	Select	Yes	English, Arabic, Bilingual, Hindi, Urdu, Malayalam; Arabic / Bilingual shows the Arabic version box (RTL)	English		'fr' (API) -> 'Choose a language.'
Campaign	الحملة	Select	No	Marketing campaigns
Caption	النص	Textarea	Caption or media	5000 chars; hashtags appended when publishing; 'Write with AI' opens the studio		New Dell Latitude for offices - delivery across the UAE	No caption and no media -> 'Write a caption or add media.'
Arabic version	النسخة العربية	Textarea (RTL)	No	5000 chars; Bilingual publishes English then Arabic		أجهزة لابتوب جديدة للمكاتب
Hashtags	الوسوم	Text	No	500 chars		#Dubai #UAE #Laptops
Call to action	دعوة لإجراء	Text	No	60 chars		Message us
Link	الرابط	Text	No	500 chars; not validated		https://example.com/laptops
Media	الوسائط	Picker	Caption or media	First 24 library items shown; up to 10 per post
Publish as soon as approved	النشر فور الاعتماد	Checkbox	-	On: no schedule; final approval -> Approved	On (new post)
Schedule	الموعد	Date-time	When scheduling	Entered in the browser's (Dubai) time but stored and run as UTC - publishes 4 h late		05/10/2026 10:00	Schedule with no time -> 'Choose when to publish.'
Needs legal review	تحتاج مراجعة قانونية	Checkbox	-	Adds the Legal Review step after Marketing Manager and Brand Review

Post composer (pending)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Approval note	ملاحظة الاعتماد	Text	No	500 chars; a rejection returns the post to Draft with 'Returned: <note>'

Comments

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Write a public reply	اكتب ردًا	Text	Yes	Sent to the platform as a public reply; 4000 chars			Empty (API) -> 'Write the reply.'; account missing -> 'The channel is not connected.'
Tag	وسم	Prompt	No	Browser prompt; 40 chars; max 20 tags

Media Library > Upload

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
File	رفع	File (multi)	Yes	Images, videos and PDFs only; max 64 MB; stored with a SHA-256		laptop.jpg (800 KB)	70 MB video -> 'Files up to 64 MB can be kept in the library.'; .docx (API) -> 'Images, videos and PDFs only.'; empty -> 'The file is empty.'

Media Library > Add by URL

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
URL / Name / Type	الاسم / النوع	Text / Select	URL: Yes	Must start with http:// or https://; 500 chars; type image, video, logo, product, brand, campaign, template (raw labels)		https://cdn.example.com/logo.png	'cdn.example.com/x.png' -> 'Give the full address.'

Media Library > item

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name / Type / Tags / Campaign / Brand asset	الاسم / النوع / الوسوم / الحملة / أصل العلامة	Mixed	No	Name 200; tags comma list (40 chars, max 20); Delete refused while a post uses it			Delete media used by POST-00003 -> 'Used by POST-00003 - remove it from those posts first.'

AI Content Studio

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Write a / Language / Platform / Tone / About	اكتب / اللغة / المنصة / النبرة / عن	Select / Text	About: Yes	11 kinds; without an AI model the built-in template answers (Arabic needs the model)		New Dell Latitude laptops for offices, delivery across the UAE	About empty -> 'Describe what to write about.'

WhatsApp > Template form

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Template name	اسم القالب	Text	Yes	Lower-cased; anything not a-z 0-9 _ becomes _; 120 chars; unique per number + language		order_update	'!!!' -> 'Name the template (lower case, numbers and underscores).'; same name+language -> 'A template with this name and language exists.'
Category	الفئة	Select	Yes	Marketing / Utility / Authentication; marketing checks opt-in before every send	Utility		Other (API) -> 'Choose the category.'
Language	اللغة	Select	Yes	en, ar, en_US, hi, ur (12 chars)	English
Business number	رقم الأعمال	Select	No	WhatsApp accounts; blank = first number at submit
Header	الترويسة	Text	No	300 chars (Meta allows 60 - Meta may reject longer)
Body	النص	Textarea	Yes	1024 chars; {{1}}, {{2}} placeholders; live preview		Hi {{1}}, your order {{2}} is ready.	Empty -> 'Write the body.'
Example for {{n}}	مثال لـ	Text	No	One per placeholder; max 20; used by Preview and Meta review		Ahmed / SO-00012
Footer	التذييل	Text	No	120 chars (Meta allows 60)
Buttons	الأزرار	Rows	No	Quick reply / Visit website (URL) / Call phone (+971...); max 10; a button without text is dropped		Call phone: +97145551234

WhatsApp > Template (edit)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
(status lock)		-	-	Only Draft or Rejected can be edited or submitted			Edit an Approved template (API) -> 'Only a draft or rejected template can be edited - clone it instead.'; submit approved -> 'Only a draft or rejected template can be submitted.'

WhatsApp > Broadcast form

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name	الاسم	Text	Yes	160 chars		October laptop offer	Empty -> 'Name the broadcast.'
Business number	رقم الأعمال	Select	Yes	Default the template's number or the first number			No WhatsApp account -> 'Connect a WhatsApp business number first.'
Approved template	القالب المعتمد	Select	Yes	Approved templates only			None / draft (API) -> 'Choose an approved template.'
Campaign	الحملة	Select	No	Marketing campaigns
Audience (Marketing)	الجمهور	Select	Audience or tags	Shows reachable/size; members without a phone are left out			Neither audience nor tags -> 'Choose an audience or contact tags.'
Or WhatsApp contacts tagged	أو جهات الاتصال الموسومة	Text (comma list)	Audience or tags	Up to 10 tags; non-blocked WhatsApp contacts with any of the tags; duplicates by phone digits removed		vip, laptops
{{n}} variables	({name} = اسم جهة الاتصال)	Text	Yes (each)	{name} becomes each contact's name		{name}	Blank {{1}} -> 'Fill in {{1}} before sending.'
Schedule (blank: now)	الموعد	Date-time	No	Local time entered, stored and run as UTC; Schedule button shows only when filled		06/10/2026 09:00

WhatsApp > Flow form

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name	الاسم	Text	Yes	160 chars		Office laptop enquiry	Empty -> 'Name the flow.'
Category	الفئة	Select	Yes	lead generation, appointment booking, customer support, survey, sign up, contact us, other (raw labels)	lead_generation
Status	الحالة	Select	Yes	draft / published / deprecated; only Published can be sent in a chat			'live' (API) -> 'Choose a status.'
Business number	رقم الأعمال	Select	No
Screen title / Fields (comma separated)	عنوان الشاشة / الحقول	Text	No	Max 10 screens	Your details: Name, Email, Company

WhatsApp > Calls > Log call

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Outcome / Duration (seconds) / Notes	النتيجة / المدة (ثوانٍ) / ملاحظات	Select / Number / Textarea	No	ended, missed, no answer, busy; notes 4000; logging creates a done CRM call task on the lead (or conversation)	ended / 60	ended / 180 / Discussed delivery

WhatsApp > Catalog

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Search products	ابحث عن المنتجات	Search	-	Active products of the company (20); price, availability and image stay the product's; up to 500 per add

Updated 3 October 2026