Omnichannel settings include several items that allow you to organize and automate the main setting of working with this module.

• In the settings, you can set the Scenarios, according to which new appeals from your sites will be received in the necessary departments and assigned to the necessary agents. You can set the following settings:
  • The department in which the ticket will be created, if the specified URL is met;
  • Group - the chat will be available in real time mode depending on whether the agents of this group are in the network or not. If there will be no agents in the network, the user will be offered to leave the request using the feedback form;
  • Request form - if this option is enabled, the form of request creation will be displayed to the user when none of the agents are in the network;
  • Activity - this option affects whether this scenario is active or not.
  • Site links, full or partial match, for which this script will be triggered.

• Template management. With pre-prepared templates, agents can save time when answering frequently asked questions. In the template itself you should specify:
  • Channels where this template can be used;
  • tags that will display the template when writing it;
  • and the content of the template itself:

In order to apply a tag from the template, you should specify it in the format /tag​​​​​​​:

• Widget and chat settings. In this menu there is a code for placing a widget on the site, and also some possibilities for its customization are presented. More information about these settings can be found in our Knowledge Base.