Omnichannel View is the unified inbox where every conversation across Live Chat, Email, SMS, Voice, Microsoft Teams, and the API lands. One queue, one set of filters, one place to take action — regardless of which agent or channel produced the thread.
In this section
- Read the inbox layout: agent selector, conversation list, thread pane, and context rail.
- Filter and sort the queue by channel, agent, status, sentiment, or escalation flag.
- Pin, label, and assign conversations so nothing is dropped between shifts.
- Switch between agents you have access to without losing your place in the queue.
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Video overview
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