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Topic starter
14/07/2026 9:15 pm
Hi everyone! New SRE here, still getting my bearings. I keep seeing "omnichannel" pop up when we talk about support tools. I think I get the basic idea—like, supporting chat, email, and phone all in one place, right?
But what makes it truly "omnichannel" and not just "multichannel"? Like, if a customer starts a chat, then calls us later, does the platform actually connect those two conversations? How does that work behind the scenes without being super complex for the agent? 😅
Just trying to understand what we should even be looking for. Thanks!