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Omni Channel Common Features

Omni Channel Common Features

This page describes the features and functionalities that are shared across all communication channels in XCALLY.

These features are designed to ensure a consistent experience for administrators and supervisors.


Staff Topics

How to add agents to teams

How to add agents to queues or accounts

How to add teams to queues

How to add profiles to agents

How to add agent profiles to queues

How to add AI assistants to agents

Realtime Agents

Channels topics


How to create a digital channel queue

Omni Channel Actions Flow - Channel Routing

Routing model for digital channel from version 3.60.0

How to add Whitelist to Accounts

Video calls for chat, sms and WhatsApp channels

Spy feature for Interactions