Use Cases Overview
The pages in this section are pattern guides, not feature reference. Each one walks through a concrete way teams use Omniflow end to end — what the customer experience looks like, which Omniflow features you wire together, and what success looks like a month after go-live. If you’re trying to answer the question “how would I actually use this thing for X?”, start here. If you’re trying to answer “what does this specific feature do?”, go to the feature pages under AI Agents, Conversations, QA Analytics, or Automations.
Why pattern guides exist
Most platforms document features but not patterns. The result is a long catalog of dropdowns and toggles, and an open question: which combination solves my problem? These pages exist to close that gap. Each guide is opinionated — it picks one good way to solve a common problem rather than enumerating every option — so you can copy it, ship it, and tune it after.
Pick a starting use case
Which one matches you
| If your team’s biggest pain is… | Start with |
|---|---|
| Customers asking the same questions your knowledge base already answers, and your agents copy-pasting the answer | Knowledge-Driven Answers |
| AI conversations bouncing back to humans late, with no context, frustrating both sides | Escalation & Handoff |
| High volume of repetitive transactional requests (status checks, password resets, refund requests) drowning your team | Self-Service Automation |
Most teams ship two of these in their first quarter and the third within six months.
How a pattern guide is structured
Every page in this section follows the same shape so you can scan them quickly:
- The problem — what customer or operational pain this pattern solves.
- The shape — a sequence diagram or step-by-step of what happens at runtime.
- What you build in Omniflow — the specific agents, knowledge sources, tools, and routing rules you configure.
- Success metrics — what to measure and what good looks like.
- Common pitfalls — what teams typically get wrong and how to avoid it.
These guides assume you’ve already done the Getting Started basics — workspace created, at least one agent, at least one channel. If you haven’t, start there.
When pattern guides aren’t enough
A use case might combine elements of two guides — for example, knowledge-driven answers with explicit escalation when confidence is low. In that case, read both, then talk to your account team about a tailored implementation. The patterns in this section are starting points, not the only valid shapes.
Where to go next
| If you want to… | Go to |
|---|---|
| Build the agent itself | Creating an Agent |
| Connect a knowledge source | Knowledge Sources |
| Wire up routing | Routing Rules |
| Measure quality after go-live | QA Analytics Overview |
| Train human teammates on the new flow | Training Overview |