Onboarding Guide
Go to leaddesk.com
Agents - Omni
Welcome to LeadDesk
Into the Application
Admin accounts
Agents' accounts
Getting Started with Outbound
Sponsors and Offices
Phone numbers and mandates
Contact lists
Projects
Results and Outcomes
Products, Meeting calendars, Manuscripts
The agent experience
Inbound calls
Getting Started with Omni
Core concepts
Contact lists in Omni
Creating Omni projects
Agents and skills
Inbound email
Inbound calls
Flows
Webchat
Chatbot
Inbound SMS
Facebook messenger
Templates and canned messages
Conversations, Categories and Note Categories
Getting More from LeadDesk
Reports
Stagelight
AI Tools
Explore the LeadDesk ecosystem
Omni, Talk, Mobile interfaces
The Great LeadDesk Time Challenge
Outbound
Agents - Outbound
Agents - Omni
About Omni
Calls in Omni
Email in Omni
Callbacks, History and Searching
Conversations and categories
Mobile interface
Back to home
Onboarding Guide
Agents - Omni
Welcome to LeadDesk
Into the Application
Admin accounts
Agents' accounts
Getting Started with Outbound
Sponsors and Offices
Phone numbers and mandates
Contact lists
Projects
Results and Outcomes
Products, Meeting calendars, Manuscripts
The agent experience
Inbound calls
Getting Started with Omni
Core concepts
Contact lists in Omni
Creating Omni projects
Agents and skills
Inbound email
Inbound calls
Flows
Webchat
Chatbot
Inbound SMS
Facebook messenger
Templates and canned messages
Conversations, Categories and Note Categories
Getting More from LeadDesk
Reports
Stagelight
AI Tools
Explore the LeadDesk ecosystem
Omni, Talk, Mobile interfaces
The Great LeadDesk Time Challenge
Outbound
Agents - Outbound
Agents - Omni
About Omni
Calls in Omni
Email in Omni
Callbacks, History and Searching
Conversations and categories
Mobile interface
Agents - Omni
Introduction to the Omni agent interface for customer service.
About Omni
What is Omni?
Can I choose which queues to serve?
Which agent gets the next call or message?
How do I accept an incoming call or message?
How do I merge contacts
What happens if I miss a call?
How do I close a conversation when finished?
How do I change profile, set myself as Away or log out?
See more
Calls in Omni
How do I deal with a call in Omni?
How do I call a contact?
Can I create a conference call?
Email in Omni
How do I reply to emails?
Can I pick the email I want to answer from the queue?
Can I send an email without having one to reply to?
Callbacks, History and Searching
How do I add a callback for a customer?
How do I find, call and delete callbacks?
How do I see my history?
How do I search for contacts or conversations?
Conversations and categories
How do I view conversations?
Can I add categories to conversations to help track progress?
Can I snooze a conversation, marking it as inactive without giving an outcome?
Can I apply a category to a note?
How do I move events between conversations for the same contact?
How do I move conversations to a different contact?
See more
Mobile interface
How can I switch to taking calls on my mobile?
