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Onboarding Guide
  • Go to leaddesk.com
Agents - Omni
  • First steps
  • Account setup
    • Admin accounts
    • Agents' accounts
    • Which account to choose?
    • Technical
  • 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
  • The LeadDesk ecosystem
    • User interfaces
    • The LeadApp Store
    • LeadDesk Flows
  • Analytics and AI
    • Reports
    • Stagelight
    • AI Tools
  • Admin recap
  • Agents - Outbound
  • Agents - Omni
    • About Omni
    • Calls in Omni
    • Email in Omni
    • Callbacks, History and Searching
    • Conversations and categories
    • Mobile interface
      Back to home
      1. Onboarding Guide
      2. Agents - Omni
      • First steps
      • Account setup
        • Admin accounts
        • Agents' accounts
        • Which account to choose?
        • Technical
      • 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
      • The LeadDesk ecosystem
        • User interfaces
        • The LeadApp Store
        • LeadDesk Flows
      • Analytics and AI
        • Reports
        • Stagelight
        • AI Tools
      • Admin recap
      • Agents - Outbound
      • Agents - Omni
        • About Omni
        • Calls in Omni
        • Email in Omni
        • Callbacks, History and Searching
        • Conversations and categories
        • Mobile interface

      Agents - Omni

      Onboarding for Agents using the Omni Agent UI.

      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?
      • Changes to the interface for handling calls in Omni

      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?
      • Go to leaddesk.com