Onboarding Guide
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Getting started with Omni
First steps
Account setup
Admin accounts
Agents' accounts
Which account to choose?
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
Onboarding Guide
Getting started with Omni
First steps
Account setup
Admin accounts
Agents' accounts
Which account to choose?
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
Getting started with Omni
A multichannel/inbound contact center setup.
Core concepts
Elements of an Omni environment
Planning your requirements
Are sponsors used in Omni?
Are offices required for Omni?
Contact lists in Omni
Introduction to Omni contact lists.
How does Omni use contact lists?
How do I prepare to upload a contact list for Omni?
How do I upload a contact list for Omni?
Creating Omni projects
Introduction to Omni projects
How do I create projects for Omni?
How do I create outcomes for Omni?
Agents and skills
How do I grant an agent access rights to an Omni project?
How do I define and apply skills for agents?
How do I enable an agent to choose the queues they are serving?
Inbound email
Introduction to setting up Omni inbound email
What are internal and external email addresses?
How do I create a message channel queue?
How do I create an inbound route for email?
How can I test inbound email before going live?
What determines the email address we send from?
How do I activate inbound email?
See more
Inbound calls
Introduction to setting up Omni inbound calls
What is required to set up inbound calls?
How do I create an inbound call queue?
How do I use a flow to direct a call to a queue?
How do I create an inbound route for calls?
See more
Flows
Introduction to working with call flows
What is the difference between basic and advanced flows?
What applets can I use to make call flows?
What applets can I use to make message flows?
Creating a flow
See more
Webchat
How do I set up webchat?
How do I install the webchat widget?
Chatbot
How do I set up and out-of-hours chatbot?
How can I add a full chatbot to my environment?
Inbound SMS
How do I set up inbound SMS?
How do I order an SMS number for Omni?
What do I need to do once I receive my SMS number?
Facebook messenger
How do I set up Facebook messenger as a channel?
Templates and canned messages
How are message templates used in Omni?
Can I create templates for webchat?
How do I create an email template?
How do I create an SMS template
Using canned message
Can I create templates for notes?
See more
Conversations, Categories and Note Categories
Can I create note categories for agents to apply?
Can I create categories that agents can attach to conversations?
