End-to-end workflows
How work moves through Omnichannel from start to finish, who does each step and what the system does in response.
On this page (7)
Inbound WhatsApp to lead to quotation to resolve
Who: Supervisor (omni_supervisor), Agent Sara (omni_agent)
| # | What the person does | What the system does |
|---|---|---|
| 1 | Supervisor: Configuration > Accounts > connect WhatsApp in Sandbox; Teams: 'Sales UAE' with Sara, Round robin; Routing rule channel = WhatsApp -> Sales UAE | Account, team and rule saved |
| 2 | Supervisor: Test message as Ahmed Hassan +971501234567: 'Hi, price for 20 Dell laptops delivered to Dubai?' | Conversation in Unified Inbox, label New Lead, routed to Sales UAE and auto-assigned to Sara; SLA due 5 min; lead strategy 'After a price request' creates a CRM lead automatically |
| 3 | Sara: My Conversations > open it; AI Assistant Suggest Reply; Use This Reply; Send | Reply sent with ticks; SLA met; AI audit shows reply_used |
| 4 | Sara: Convert > Create Opportunity (value 52000); Create Quotation with 20 x laptop | Opportunity and draft quotation linked; Related Records show 1 opportunity, 1 quotation |
| 5 | Supervisor: Test message from the same number: 'OK please confirm' | Same conversation, unread badge, Sara's inbox updates live |
| 6 | Sara: Create Sales Order from the conversation with the same line; Send and resolve 'Thank you, order confirmed' | Sales order confirmed, delivery raised; conversation Resolved; Omnichannel Dashboard counts the conversation, lead, opportunity |
Outside the 24-hour window needs a template
Who: Template manager (omni.whatsapp.template), Agent
| # | What the person does | What the system does |
|---|---|---|
| 1 | Manager: WhatsApp > Templates > Create 'order_update' (Utility, en, body 'Hi {{1}}, your order {{2}} is ready.'); Submit | Sandbox: status Approved at once (live: Pending until Sync shows Approved) |
| 2 | Agent: open a WhatsApp conversation whose customer last wrote > 24 h ago (use an older test conversation or wait 24 h) | Banner says the window is closed; Via template is on |
| 3 | Agent: try free text with Via template off | Refused with the 24-hour message; nothing stored as sent |
| 4 | Agent: Send Template 'order_update', leave {{2}} blank, Send | Refused 'Fill in {{2}} before sending.' |
| 5 | Agent: fill {{2}} = SO-00012, Send | Template bubble 'Template: order_update' with rendered text; template Sent count +1, Last used updated |
| 6 | Customer replies (test message) | Window open again; free text allowed |
Complaint to support ticket to close
Who: Agent (omni_agent), Supervisor
| # | What the person does | What the system does |
|---|---|---|
| 1 | Test message: 'My laptop is broken, I need warranty support' | Label Support (support words), no automatic lead |
| 2 | Agent: Create Support Ticket: type Warranty request, priority High | TCK-xxxxx open, due +48 h; conversation service status Open |
| 3 | Supervisor: Inbox > Support Tickets > Escalate | Status Escalated; conversation service status Escalated; activity on the conversation |
| 4 | Agent: Resolve the ticket, then Close | Resolved at stamped; conversation service status Resolved; Close moves to Closed |
| 5 | Agent: Resolve the conversation | Conversation Resolved; ticket count in Related Records = 1 |
Chatbot hand-over to a person
Who: Supervisor (omni.automation.edit + omni.configure), Agent
| # | What the person does | What the system does |
|---|---|---|
| 1 | Supervisor: Automation > Chatbots > New: channels WhatsApp, greeting 'Welcome to a2NSoft!', intent line 'price|quote | A colleague will send prices now | Sales, Support | handoff', hand-off team Sales UAE, Active | Bot saved; Test with 'price?' shows reply, 2 buttons and 'Hands over to the team.' |
| 2 | Test message from a new number: 'Hello' | Bot sends the greeting (author = bot name) |
| 3 | Second test message: 'what is the price' | Bot replies with buttons; conversation team = Sales UAE, owner cleared then auto-assigned; activity '<bot> handed the conversation to the team' |
| 4 | Agent replies | Bot no longer answers once a person owns the conversation and a first response exists |
Social post: write -> approve -> schedule -> publish
Who: Content writer (omni.social.create), Marketing manager (omni.social.approve + publish)
| # | What the person does | What the system does |
|---|---|---|
| 1 | Writer: Social > Posts > New post on Facebook + Instagram (sandbox), Bilingual caption + Arabic version, image, hashtags; untick Publish as soon as approved; Schedule = today + 15 min; Submit | Pending approval; Approvals shows 'Waiting for Marketing Manager' |
| 2 | Writer opens Content > Approvals | No 'You can approve' chip; Approve refused 'The author cannot approve their own post.' |
| 3 | Manager: approve Marketing Manager step, then Brand Review step | Status Scheduled (time set); calendar shows the post |
| 4 | Wait for the scheduled time (+1 min) | Expected: published at the Dubai time entered; per-channel Published with links |
| 5 | Simulate a comment on the published post (comments webhook with its post id) | Comment in Social > Comments linked to the post |
| 6 | Manager: Engagement / Social Analytics | Post counted in Posts for the account |
Lead ad -> CRM lead -> WhatsApp welcome -> conversation
Who: Admin (omni.configure), Sales agent
| # | What the person does | What the system does |
|---|---|---|
| 1 | Admin: Lead Ads > New form: Facebook, form id 111, campaign, welcome template 'welcome_lead' (approved utility), Auto-convert on | Form saved |
| 2 | Post a lead webhook for form 111 with full_name, email, phone_number +971503334455 | Lead Inbox: Converted; CRM lead with source 'Facebook Lead Ads' and campaign attribution |
| 3 | Inbox > WhatsApp Conversations | New conversation to +971503334455 with the welcome template, status Waiting for customer, label New Lead, linked to the lead |
| 4 | Test message from that number: 'Yes, interested' | Same conversation reopens (Open), routed and assigned; the agent replies freely (window open) |
| 5 | Agent: Convert > Create Opportunity | The existing lead is qualified - no second lead |
WhatsApp broadcast with consent
Who: Marketing manager (omni.broadcast), Agent
| # | What the person does | What the system does |
|---|---|---|
| 1 | Marketing: record consent for 2 of 3 audience members (Marketing > Consent) | Audience shows reachable 2 of 3 |
| 2 | WhatsApp > Broadcasts > New: marketing template, audience, {{1}} = {name}; Send now | Sent 2, No consent 1 with the reason; conversations created as Waiting for customer |
| 3 | A recipient replies (test message from their number) | Broadcast Replies 1 after the list reloads; the conversation opens for free text |
| 4 | A recipient writes STOP (if the Marketing keyword rule exists) | Marketing records the opt-out; the next broadcast skips them |