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.

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