Channels

A channel is a way customers reach you. Omniflow’s channel settings tab is where you connect, configure, and assign each one — though most of the heavy lifting (connecting Gmail, Twilio, Slack) happens via integrations.

Supported channels

Channel	Setup
Voice	Connect Genesys / Twilio / RingCentral / Zoom Phone via telephony.
Email	Connect Gmail or Outlook via email integrations.
Web chat	Embed the chat widget on your site (no integration needed).
SMS	Connect Twilio SMS or via Genesys.
WhatsApp	Connect via messaging.
Slack / Teams	Connect via messaging.
Social DMs	Facebook, Instagram, LINE, Telegram.

What’s in the Channels tab

The tab is mostly the settings layer on top of integrations: assign agents, set hours, configure the chat widget, manage caller IDs.

Per-channel settings

Setting	Notes
Agent / team assignment	Default assignee for new conversations on this channel.
AI agent	Which AI agent handles this channel by default.
Hours	Per-channel business hours.
Auto-reply	Templated greeting on first inbound message.
Branding	Logo, colors, tone — for chat widget and outbound emails.

The chat widget is the simplest channel — embed a snippet, customers can message you.


<script async src="https://cdn.omniflow.example/widget.js"
        data-workspace="ws_demo"></script>

Configure under Settings → Channels → Chat widget:

Setting	Notes
Position	Bottom-right (default), bottom-left, custom.
Color and logo	Brand the widget.
Pre-chat form	Capture name, email, custom fields before the conversation starts.
Hours	Hide widget outside hours, or show “we’re closed” message.
Eligibility rules	Only show on certain pages or to certain visitors.
AI agent	The AI that answers; falls through to a human team.

The widget supports unauthenticated and authenticated modes. Authenticated mode passes a signed JWT so the conversation links to a known customer immediately.

Voice channels

Voice channels need a connected provider:

Connect Twilio, Genesys, or another provider via telephony.
Open the channel under Settings → Channels → Voice.
Map each phone number to an agent (AI or human team).
Configure consent prompts, recording behavior, fallback voicemail.

Email channels

Each connected mailbox is a channel:

Connect Gmail / Outlook → Email integrations.
Open under Settings → Channels → Email.
Set the default agent / team.
Configure the signature.
Configure auto-reply if desired.

Channel priorities and capacity

Different channels have different urgency and concurrency profiles:

Channel	Typical concurrency	Typical SLA
Voice	1 (one call at a time)	Immediate
Chat	3-4 conversations	1-2 minutes
Email	10+ in parallel	1 hour - 1 day
SMS	5-8 conversations	15 minutes

Set per-channel capacity caps under Settings → Routing.

Don’t max-pack agents on chat capacity. Quality drops fast above 4 concurrent conversations; customers feel the lag.

Test a channel

For every channel, the Test button sends a synthetic message through the integration so you can verify it lands in the inbox without bothering a real customer.

Open in Omniflow

Open Channels

If you want to…	Go to
Connect a phone provider	Telephony
Connect email	Email
Embed chat	Channels overview
Route between channels	Routing Rules