Omnichannel administrator guide

This section walks administrators through enabling each messaging channel, hooking them up to provider accounts (WhatsApp, Facebook), and routing incoming messages to the right agents.

Setup order

1. 1

   Decide which channels you'll offer

   Start with the one your customers actually use. SMS and WhatsApp first for most businesses; Live Chat if you have a high-traffic site.

2. 2

   Connect each channel

   Each channel has its own setup page — see the links in the left sidebar.

3. 3

   Define routing rules

   Decide which team or agent gets which messages. See Route messages to agents.

4. 4

   Set business hours

   Configure an auto-response for out-of-hours so customers aren't left wondering.

5. 5

   Add quick replies

   Pre-write common answers so agents respond quickly and consistently.