{"id":16934,"date":"2026-09-10T16:44:24","date_gmt":"2026-09-10T21:44:24","guid":{"rendered":"https:\/\/www.tidwit.com\/?post_type=docs&#038;p=16934"},"modified":"2026-09-10T16:44:25","modified_gmt":"2026-09-10T21:44:25","password":"","slug":"omnichannel-connect-overview","status":"publish","type":"docs","link":"https:\/\/www.tidwit.com\/en\/documentation\/omnichannel-connect\/omnichannel-connect-overview\/","title":{"rendered":"Omnichannel Connect Overview"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Role:<\/strong>&nbsp;Administrator<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Objective:<\/strong>&nbsp;Understand the Omnichannel Connect modules and their purpose.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Omnichannel Connect<\/strong>&nbsp;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 \u2014 Application, WhatsApp, Instagram, Facebook, Web, Gmail and Microsoft Exchange \u2014 and provides the tools needed to triage, moderate, and analyze them from a single workspace.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The module is organized in four submodules, accessible from the left-hand side menu under the&nbsp;<strong>Omnichannel Connect<\/strong>&nbsp;entry:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\"><strong>Conversations \u2014\u00a0<\/strong>central inbox where every conversation can be reviewed, filtered, assigned and answered.<\/li>\n\n\n\n<li class=\"\"><strong>Contacts \u2014\u00a0<\/strong>directory of every user who has interacted with the agents, with their conversation history.<\/li>\n\n\n\n<li class=\"\">Settings \u2014 configuration area for conversation and task defaults, agent integrations, channels, email behavior, custom fields, ticket types and ticket triggers.<\/li>\n\n\n\n<li class=\"\"><strong>Reports \u2014\u00a0<\/strong>analytics dashboards that measure AI vs human engagement, agent productivity, ticket distribution and response times.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"315\" height=\"211\" loading=\"lazy\" src=\"https:\/\/www.tidwit.com\/wp-content\/uploads\/2026\/09\/image-32.png\" alt=\"\" class=\"wp-image-17182\" srcset=\"https:\/\/www.tidwit.com\/wp-content\/uploads\/2026\/09\/image-32.png 315w, https:\/\/www.tidwit.com\/wp-content\/uploads\/2026\/09\/image-32-300x201.png 300w, https:\/\/www.tidwit.com\/wp-content\/uploads\/2026\/09\/image-32-18x12.png 18w\" sizes=\"auto, (max-width: 315px) 100vw, 315px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Image 1. Omnichannel Connect module in the left-hand side menu.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Role:&nbsp;Administrator Objective:&nbsp;Understand the Omnichannel Connect modules and their purpose. Omnichannel Connect&nbsp;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 \u2014 Application, WhatsApp, Instagram, Facebook, Web, Gmail and Microsoft Exchange \u2014 and provides the tools needed to triage, moderate, [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"nf_dc_page":"","footnotes":""},"doc_category":[90],"doc_tag":[],"class_list":["post-16934","docs","type-docs","status-publish","hentry","doc_category-omnichannel-connect"],"year_month":"2026-10","word_count":159,"total_views":"11","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"Diego Carmona","author_nicename":"dcarmona","author_url":"https:\/\/www.tidwit.com\/en\/author\/dcarmona\/"},"doc_category_info":[{"term_name":"Omnichannel Connect","term_url":"https:\/\/www.tidwit.com\/en\/documentation\/omnichannel-connect\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v28.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Omnichannel Connect Overview - TIDWIT<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.tidwit.com\/en\/documentation\/omnichannel-connect\/omnichannel-connect-overview\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Omnichannel Connect Overview\" \/>\n<meta property=\"og:description\" content=\"Role:&nbsp;Administrator Objective:&nbsp;Understand the Omnichannel Connect modules and their purpose. 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