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How to track an omnichannel SLA: first, next and resolution time, when the clock starts and stops, bot replies and reporting percentages instead of averages.
Omnichannel inbox: views, ownership, statuses, bot state and a daily rhythm for running WhatsApp, Instagram and website messages from one place.
Preventing duplicate leads across channels: one number format, the open-lead rule, a dedupe window and the difference between person, lead and enquiry.
An omnichannel automation pilot: two channels and one flow, a readiness checklist, a baseline, a six-week plan, decision criteria and risk control.
Routing written customer requests to the right team: intent categories, a routing matrix, mixed messages, working hours and a fallback owner.
Keeping context when a customer switches channel: channel identifiers, matching rules, the risk of a wrong merge and a five-line summary for the next agent.
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