{"id":17201,"date":"2026-09-10T16:48:49","date_gmt":"2026-09-10T21:48:49","guid":{"rendered":"https:\/\/www.tidwit.com\/?post_type=docs&p=17201"},"modified":"2026-09-10T16:48:51","modified_gmt":"2026-09-10T21:48:51","password":"","slug":"omnichannel-connect-settings","status":"publish","type":"docs","link":"https:\/\/www.tidwit.com\/en\/documentation\/omnichannel-connect\/omnichannel-connect-settings\/","title":{"rendered":"Omnichannel Connect Settings"},"content":{"rendered":"\n

Role:<\/strong> Administrator<\/p>\n\n\n\n

Objective:<\/strong> Configure conversation and task defaults, integrations, emails, custom fields, Ticket Types, and Ticket Triggers.<\/p>\n\n\n\n

The Settings submodule is the configuration area of Omnichannel Connect. The current interface is organized into seven tabs: General Conversations, General Task, Integrations, Emails, Custom Fields, Ticket Types and Ticket Triggers. These tabs control conversation and task defaults, integrations, email behavior, custom data, ticket structures and automation rules.<\/p>\n\n\n\n

4.1 General Conversations Tab<\/h2>\n\n\n\n

General Conversations contains the node-level defaults that govern conversation behavior. This tab is part of the current Settings navigation. Its detailed controls are not included in the screenshot set supplied for this update.<\/p>\n\n\n\n

4.2 General Task Tab<\/h2>\n\n\n\n

General Task defines how internal tasks are identified and which email templates are used for task notifications.<\/p>\n\n\n\n

Task Reference Number<\/h3>\n\n\n\n

Configure the label and numbering pattern used for task references:<\/p>\n\n\n\n

    \n
  • Custom name \u2014 label displayed next to the task reference number.<\/li>\n\n\n\n
  • Reference number format \u2014 pattern used to generate the reference. Insert {CONSECUTIVE} where the sequential number should appear.<\/li>\n<\/ul>\n\n\n\n

    Email Templates<\/h3>\n\n\n\n

    Select the templates used for the main task events:<\/p>\n\n\n\n

      \n
    • Agent: Conversation – New Task Assigned \u2014 sent when a task is assigned to an agent.<\/li>\n\n\n\n
    • Agent: Conversation – New Task Reply \u2014 sent when a reply is added to a task.<\/li>\n\n\n\n
    • Agent: Conversation – Task Closed \u2014 sent when a task is closed.<\/li>\n<\/ul>\n\n\n\n

      Click Save to apply the General Task configuration.<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      Image 14. General Task settings for task references and notification templates.<\/em><\/p>\n\n\n\n

      4.3 Integrations Tab<\/h2>\n\n\n\n

      Manages the AI agents and the communication channels that feed Omnichannel Connect. The tab is split in two sections:<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      Image 15. Integrations tab of Omnichannel Connect Settings.<\/p>\n\n\n\n

      Agents<\/strong><\/h3>\n\n\n\n

      Lists every AI agent that has been connected to Omnichannel Connect. Each row shows the agent Status<\/strong> (green dot for active), the Agent Name<\/strong>, the Channels<\/strong> in which it operates and an actions menu. Use the + Add Agent<\/strong> button on the right to connect an additional agent; use the Remove<\/strong> option from the three-dots menu to disconnect one.<\/p>\n\n\n\n

      Direct Channels<\/strong><\/h3>\n\n\n\n

      Lists the communication channels enabled at node level for direct interaction with users (independently from the AI agents). Each row shows the channel Status<\/strong>, the Connector Name<\/strong> (for example, WhatsApp), the Details<\/strong> and the actions menu. Use + Add Channel<\/strong> to enable a new channel.<\/p>\n\n\n\n

      4.4 Emails Tab<\/h2>\n\n\n\n

      Defines the default email behavior used to reply to messages received from email-based channels (Gmail, Microsoft Exchange, etc.).<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      Image 16. Emails tab of Omnichannel Connect Settings.<\/p>\n\n\n\n

      Default Email Template<\/strong><\/h3>\n\n\n\n

      Dropdown that selects the email template that will be used by default to reply to incoming messages. Templates are created from the node\u2019s template library; the default value is [Not Selected]<\/em>, which forces administrators to choose a template before replying.<\/p>\n\n\n\n

      Agent Signature<\/strong><\/h3>\n\n\n\n

      Allows administrators to customize a signature that will be automatically appended to the replies of each agent. The configuration follows two steps:<\/p>\n\n\n\n

        \n
      • Select Agent \u2014\u00a0<\/strong>dropdown that picks the agent whose signature you want to edit.<\/li>\n\n\n\n
      • Customize Signature \u2014\u00a0<\/strong>rich-text editor with basic formatting tools (paragraph styles, bold, italic, underline, links, ordered and unordered lists, clear formatting) to compose the signature block.<\/li>\n<\/ul>\n\n\n\n

        Click Save<\/strong> at the bottom of the page to persist the changes.<\/p>\n\n\n\n

        4.5 Custom Fields Tab<\/h2>\n\n\n\n

        Extends the data model of Omnichannel Connect with additional fields specific to your business. The tab manages two independent groups of fields: Conversation Custom Fields<\/strong> and Contact Custom Fields<\/strong>.<\/p>\n\n\n\n

        \"\"<\/figure>\n\n\n\n

        Image 17. Custom Fields tab of Omnichannel Connect Settings.<\/p>\n\n\n\n

        Both groups share the same table layout, with the following columns:<\/p>\n\n\n\n

          \n
        • Order \u2014\u00a0<\/strong>drag handle that lets you reorder the fields by drag-and-drop. The order defined here controls how the fields are displayed in the listings and in the chat modal.<\/li>\n\n\n\n
        • Field Name \u2014\u00a0<\/strong>internal name of the field.<\/li>\n\n\n\n
        • Field Type \u2014\u00a0<\/strong>either\u00a0System<\/em>\u00a0(fields that come built-in with the platform, such as Status, ID, Channel, Subject, Contact Name, etc.) or\u00a0Custom<\/em>\u00a0(fields created by the administrator).<\/li>\n\n\n\n
        • Visibility \u2014 Listing Table \u2014\u00a0<\/strong>controls whether the field is shown as a column in the main listing.<\/li>\n\n\n\n
        • Visibility \u2014 Chat Modal \u2014\u00a0<\/strong>controls whether the field is shown inside the conversation view.<\/li>\n<\/ul>\n\n\n\n

          Click + Add Field<\/strong> on the right side of each group to create a new custom field. System fields cannot be deleted, but their visibility can be toggled on or off.<\/p>\n\n\n\n

          4.6 Ticket Types Tab<\/h2>\n\n\n\n

          Ticket Types define the structures used to classify requests in Omnichannel Connect. Each type can have its own lifecycle states and custom fields.<\/p>\n\n\n\n

          The main page provides Filters, Search and Add controls. The table includes:<\/p>\n\n\n\n

            \n
          • Type \u2014 name of the Ticket Type.<\/li>\n\n\n\n
          • Status \u2014 whether the Ticket Type is currently active.<\/li>\n\n\n\n
          • States \u2014 number of states configured for the type.<\/li>\n\n\n\n
          • Custom Fields \u2014 custom field or fields associated with the type.<\/li>\n\n\n\n
          • # Requests \u2014 number of requests created with the Ticket Type.<\/li>\n\n\n\n
          • Last Request Date \u2014 date of the most recent request using the type.<\/li>\n<\/ul>\n\n\n\n
            \"\"<\/figure>\n\n\n\n

            Image 18. Ticket Types main page with search, filters and request metrics.<\/em><\/p>\n\n\n\n

            Ticket Type Details<\/h3>\n\n\n\n

            Open a Ticket Type to configure its core information. The Details tab displays the Ticket Type Name and an optional Description.<\/p>\n\n\n\n

            \"\"<\/figure>\n\n\n\n

            Image 19. Ticket Type Details tab.<\/em><\/p>\n\n\n\n

            Ticket Type States<\/h3>\n\n\n\n

            Use the States tab to define which lifecycle states are available for the Ticket Type. The current interface includes New, Open, On-Hold, Pending, Solved and Closed.<\/p>\n\n\n\n

            Turn a state on to make it available for tickets of that type. Turn it off when the state should not be used in that workflow.<\/p>\n\n\n\n

            \"\"<\/figure>\n\n\n\n

            Image 20. Ticket Type States tab with lifecycle state toggles.<\/em><\/p>\n\n\n\n

            Ticket Type Custom Fields<\/h3>\n\n\n\n

            Use Custom Fields to control which configured fields apply to the Ticket Type.<\/p>\n\n\n\n

              \n
            • Drag the handle to reorder the fields.<\/li>\n\n\n\n
            • Select Visible to display a field for this Ticket Type.<\/li>\n\n\n\n
            • Select Required when users must provide a value for the field.<\/li>\n<\/ul>\n\n\n\n
              \"\"<\/figure>\n\n\n\n

              Image 21. Ticket Type Custom Fields tab with Visible and Required controls.<\/em><\/p>\n\n\n\n

              4.7 Ticket Triggers Tab<\/h2>\n\n\n\n

              Ticket Triggers automate ticket and task workflows by evaluating configured conditions and executing one or more actions when those conditions are satisfied.<\/p>\n\n\n\n

              Use Filters<\/strong> to narrow the list by Inactive, Active or Deactivated status. Use Search<\/strong> to locate a trigger by name. The table displays the trigger Name, Description and Status.<\/p>\n\n\n\n

              Click Add<\/strong> and select New Ticket Trigger<\/strong> to begin creating an automation rule.<\/p>\n\n\n\n

              \"\"<\/figure>\n\n\n\n

              Create a Ticket Trigger<\/h3>\n\n\n\n

              Details<\/h4>\n\n\n\n

              Use Details<\/strong> to identify the trigger and document its purpose before defining the automation logic.<\/p>\n\n\n\n

                \n
              • Ticket Trigger Name<\/strong>\u00a0\u2014 enter a clear, descriptive name that explains what the automation is designed to do.<\/li>\n\n\n\n
              • Description<\/strong>\u00a0\u2014 add optional context describing the business purpose, expected behavior or scope of the trigger.<\/li>\n<\/ul>\n\n\n\n
                \"\"<\/figure>\n\n\n\n

                Conditions And Actions<\/h4>\n\n\n\n

                Open Conditions And Actions<\/strong> to define when the trigger runs and what it should do.<\/p>\n\n\n\n

                The rule builder separates conditions into two logical groups:<\/p>\n\n\n\n

                  \n
                • Meet ALL Of The Following Conditions<\/strong>\u00a0\u2014 every condition in this group must be satisfied.<\/li>\n\n\n\n
                • Meet ANY Of The Following Conditions<\/strong>\u00a0\u2014 at least one condition in this group must be satisfied.<\/li>\n<\/ul>\n\n\n\n

                  When both groups are configured, the trigger evaluates the ALL group together with the ANY group before the configured actions are executed.<\/p>\n\n\n\n

                  Use Add Condition<\/strong> under the required group to create another condition. Use Add Action<\/strong> to define the action that runs after the global conditions are satisfied.<\/p>\n\n\n\n

                  \"\"<\/figure>\n\n\n\n

                  Configure a Condition<\/h3>\n\n\n\n

                  Each condition is built from three parts: Category<\/strong>, Operator<\/strong> and Value<\/strong>.<\/p>\n\n\n\n

                  Category<\/h4>\n\n\n\n

                  Select Category<\/strong> to choose the ticket or task attribute that the trigger will evaluate. The current interface includes:<\/p>\n\n\n\n

                    \n
                  • Ticket > Assignee<\/li>\n\n\n\n
                  • Ticket > Channel<\/li>\n\n\n\n
                  • Ticket > Priority<\/li>\n\n\n\n
                  • Ticket > Status<\/li>\n\n\n\n
                  • Ticket > Type<\/li>\n\n\n\n
                  • Ticket > Mode<\/li>\n\n\n\n
                  • Ticket > Custom Field<\/li>\n\n\n\n
                  • Task > Assignee<\/li>\n\n\n\n
                  • Task > Due Date<\/li>\n\n\n\n
                  • Task > Status<\/li>\n<\/ul>\n\n\n\n
                    \"\"<\/figure>\n\n\n\n

                    Operator<\/h4>\n\n\n\n

                    Select Operator<\/strong> to define how the category is compared with the condition value.<\/p>\n\n\n\n

                      \n
                    • Is<\/strong>\u00a0\u2014 the attribute must match the selected value.<\/li>\n\n\n\n
                    • Is not<\/strong>\u00a0\u2014 the attribute must not match the selected value.<\/li>\n\n\n\n
                    • Is one of the following<\/strong>\u00a0\u2014 the attribute may match any selected value.<\/li>\n\n\n\n
                    • Is not one of the following<\/strong>\u00a0\u2014 the attribute must not match any selected value.<\/li>\n<\/ul>\n\n\n\n
                      \"\"<\/figure>\n\n\n\n

                      Value<\/h4>\n\n\n\n

                      Select Value<\/strong> to choose the value that will be evaluated. The available values depend entirely on the selected Category<\/strong>. There is no universal value list: each category loads its own valid options.<\/p>\n\n\n\n

                      For example, when Category is Ticket > Channel<\/strong>, the current interface includes:<\/p>\n\n\n\n

                        \n
                      • Application<\/li>\n\n\n\n
                      • WhatsApp<\/li>\n\n\n\n
                      • Instagram<\/li>\n\n\n\n
                      • Facebook<\/li>\n\n\n\n
                      • Web<\/li>\n\n\n\n
                      • Gmail<\/li>\n\n\n\n
                      • Microsoft Exchange<\/li>\n\n\n\n
                      • Bird<\/li>\n<\/ul>\n\n\n\n
                        \"\"<\/figure>\n\n\n\n

                        Actions<\/h3>\n\n\n\n

                        Use Add Action<\/strong> to configure what the platform should execute when the trigger conditions are satisfied.<\/p>\n\n\n\n

                        Like conditions, actions are category-driven. After selecting an action Category<\/strong>, the platform loads the corresponding Value<\/strong> options for that category. This means the values available for both conditions and actions depend entirely on the category selected and on the options currently configured in the node.<\/p>\n\n\n\n

                        The current Add Action<\/strong> categories visible in the interface are:<\/p>\n\n\n\n

                          \n
                        • Assignee > Set To<\/strong><\/li>\n\n\n\n
                        • Priority > Set To<\/strong><\/li>\n\n\n\n
                        • Status > Set To<\/strong><\/li>\n\n\n\n
                        • Mode > Set To<\/strong><\/li>\n\n\n\n
                        • Autoreply > Send To Requester<\/strong><\/li>\n\n\n\n
                        • Notify By > User Email<\/strong><\/li>\n<\/ul>\n\n\n\n

                          For example, if the category is Assignee > Set To<\/strong>, the Value<\/strong> field displays the available assignees. If the category is Priority > Set To<\/strong>, it displays the available priorities. The same logic applies across the action builder: the value list is always generated from the selected category rather than from a single shared list.<\/p>\n\n\n\n

                          \"\"<\/figure>\n\n\n\n

                          Trigger Design Recommendations<\/h3>\n\n\n\n
                            \n
                          • Use descriptive trigger names so administrators can understand the automation without opening it.<\/li>\n\n\n\n
                          • Prefer the ALL group when every requirement is mandatory. Use the ANY group for acceptable alternatives.<\/li>\n\n\n\n
                          • Keep condition sets specific enough to avoid running an automation on unintended tickets or tasks.<\/li>\n\n\n\n
                          • Review Ticket Types, custom fields and task settings before building rules that depend on those attributes.<\/li>\n\n\n\n
                          • Validate channel-specific rules carefully when the same node receives requests from multiple channels.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

                            Role: Administrator Objective: Configure conversation and task defaults, integrations, emails, custom fields, Ticket Types, and Ticket Triggers. The Settings submodule is the configuration area of Omnichannel Connect. The current interface is organized into seven tabs: General Conversations, General Task, Integrations, Emails, Custom Fields, Ticket Types and Ticket Triggers. These tabs control conversation and task defaults, integrations, email […]<\/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-17201","docs","type-docs","status-publish","hentry","doc_category-omnichannel-connect"],"year_month":"2026-10","word_count":1612,"total_views":"7","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":"\nOmnichannel Connect Settings - 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-settings\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Omnichannel Connect Settings\" \/>\n<meta property=\"og:description\" content=\"Role: Administrator Objective: Configure conversation and task defaults, integrations, emails, custom fields, Ticket Types, and Ticket Triggers. The Settings submodule is the configuration area of Omnichannel Connect. The current interface is organized into seven tabs: General Conversations, General Task, Integrations, Emails, Custom Fields, Ticket Types and Ticket Triggers. 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