One agent desktop for every conversation
Handle chat, email and messaging apps from a single pane, with a 360° view of the customer beside every interaction — identity, history, open cases and channel preferences.
Capabilities
What Omnichannel Engagement gives you
Omnichannel inbox
Messaging apps, email and web chat in one queue, with mine / unassigned / team views, labels and filters.
360° customer view
Identity, lifecycle, recent interactions, open cases, tickets and satisfaction scores — all beside the conversation.
Concurrent interactions
An agent works several conversations at once without losing thread, context or ownership.
Inline translation
Translate any conversation in place to serve customers in their own language.
Agent status & routing
Available, busy and away controls with team routing keep work flowing to the right people.
Case from any conversation
Escalate a chat into a tracked case in one action, carrying the whole thread with it.
How it works
From first touch to resolved
- 1
Arrive
A customer message lands from any channel into the unified inbox.
- 2
Understand
The agent sees the full 360° context without switching tools.
- 3
Resolve
Reply, translate, call back, or raise a case — from the same pane.
- 4
Follow through
Every action is logged to the customer record and to the case.
Included
Everything in the module
- Messaging apps, email and web chat in one inbox
- Concurrent conversations per agent
- Mine, unassigned and team views
- Private notes and canned responses
- Labels, teams and assignment rules
- Inline conversation translation
- Customer 360 panel with satisfaction and preferences
- Case creation from any conversation
- Click-to-call from the customer record
- Browser-only — no client software to install
See Omnichannel Engagement on your data
A 30-minute tailored walkthrough with our team — no commitment.