#452: Omnichannel Modes

Omnichannel is a system for handling inquiries from different external sources: Telegram, WhatsApp, VK, and a widget on the website. Omnichannel can operate in 4 different modes. In this article, we will talk about these modes.

1. Slow mode

In slow mode, Email, Telegram, VK, and WhatsApp can operate. Then messages from these messengers go to the [Requests] section (https://support.swarmica.com/article/ru/195-spisok-zayavok.html), which by default does not require a quick response. Slow mode is divided into two submodes.

1a. Single-threaded. One messenger initiates one request, and all correspondence regarding it is conducted in that request.

1b. Multi-threaded. The bot offers to choose a request number in the messenger to write to an existing request. The client sees it like this:

The client can switch between existing open requests or create a new one.

If the client's account is linked to an email, they can write to both the messenger and email within the same request, switching between channels.

2. Fast (chat) mode

In fast mode, all messengers, VK, and the website widget can operate. Then messages from these sources go to the [Chats] section (https://support.swarmica.com/article/ru/440-rabota-s-chatami.html), which предполагает быструю обработку обращений как стандартное чатное общение. Fast mode, like slow mode, is divided into two submodes.

2a. Single chat. In this mode, one chat refers to one ticket, and all correspondence will take place within that ticket.

2b. Multichat. In this mode, several chats can be associated with one ticket. This mode is suitable if you have several support lines, and the first line determines whether the chat относится to a new ticket or an existing one and adds a new incoming chat to the existing ticket.

Setting modes

Some channels operate only in fast or slow mode, while others can be configured. Below is a list of channels and their possible modes.

Email - always slow mode.

WhatsApp - the mode is determined in the [channel settings] (https://support.swarmica.com/article/ru/317-podklyuchenie-whatsapp-cherez-green-api.html) (Settings - Channels - WhatsApp).

• Requests - slow mode.
• Chats - fast mode.

Telegram - the mode is determined in the [channel settings] (https://support.swarmica.com/article/ru/406-podklyuchenie-telegram-bota.html) (Settings - Channels - Telegram).

• Requests - slow mode.
• Chats - fast mode.

VK - the mode is determined in the [channel settings] (https://support.swarmica.com/article/ru/493-nastrojka-kanala-vk.html) (Settings - Channels - VK (ВКонтакте)).

• Requests - slow mode.
• Chats - fast mode.

Widget - always fast mode.

Submode (single-threaded, multi-threaded, single chat, multichat) is usually determined at the stage of Swarmica implementation - contact support to choose it.