---
title: Omnichannel Connect Overview
description: "**Role:** Administrator **Objective:** Understand the Omnichannel Connect modules and their purpose. **Omnichannel Connect** is the customer engagement hub of the TIDWIT platform. It centralizes every conversation between your users and your AI agents (or human agents) across multiple channels — Application, WhatsApp, Instagram,…"
url: "https://www.tidwit.com/en/documentation/omnichannel-connect/omnichannel-connect-overview/"
updated: "2026-09-10"
category: Omnichannel Connect
---

# Omnichannel Connect Overview

**Role:** Administrator

**Objective:** Understand the Omnichannel Connect modules and their purpose.

**Omnichannel Connect** is the customer engagement hub of the TIDWIT platform. It centralizes every conversation between your users and your AI agents (or human agents) across multiple channels — Application, WhatsApp, Instagram, Facebook, Web, Gmail and Microsoft Exchange — and provides the tools needed to triage, moderate, and analyze them from a single workspace.

The module is organized in four submodules, accessible from the left-hand side menu under the **Omnichannel Connect** entry:

- **Conversations — **central inbox where every conversation can be reviewed, filtered, assigned and answered.
- **Contacts — **directory of every user who has interacted with the agents, with their conversation history.
- Settings — configuration area for conversation and task defaults, agent integrations, channels, email behavior, custom fields, ticket types and ticket triggers.
- **Reports — **analytics dashboards that measure AI vs human engagement, agent productivity, ticket distribution and response times.

![](https://www.tidwit.com/wp-content/uploads/2026/09/image-32.png)

*Image 1. Omnichannel Connect module in the left-hand side menu.*