# Omnichannel Modes
Omnichannel is a system for handling inquiries from different external sources: [Telegram](https://support.swarmica.com/article/ru/406-podklyuchenie-telegram-bota.html), [WhatsApp](https://support.swarmica.com/article/ru/317-podklyuchenie-whatsapp-cherez-green-api.html), 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:

![](https://support.swarmica.com/attachments/W/J/WJD8WNRNHAC2M5Ro_a/image.png)

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.

![](https://support.swarmica.com/attachments/o/r/oree7LK3ZxO6WaTk_a/image.png)

**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.

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