Channel sequencing
Decide the order in which people are contacted.
Products
Omnichannel Contact Centre Software for Connected Conversations
Plan connected communication workflows across the channels Dialog supports, with a focus on handoffs, context and measurable outcomes.
- Unlimited users
- Open API & integrations
- Browser-based, nothing to install
What omnichannel means for your team
Omnichannel is not just having more channels. It is about the conversations that move between them keeping their context. Voice sits at the core of Dialog, and channel coverage is confirmed in a demo.
| Aspect | Disconnected channels | Linked interactions |
|---|---|---|
| Customer context | Each channel starts from nothing. | The next agent sees what happened before. |
| Handoffs | People repeat themselves. | The conversation continues where it stopped. |
| Reporting | Results are split by channel. | Outcomes can be compared across channels. |
Channel availability depends on your configuration.
Supported channels and customer touchpoints
Channel support should be clear before you plan around it. Voice is the core of the platform. For the other channels, availability depends on your configuration, and the API and webhooks can connect other systems.
| Channel | Status | Notes |
|---|---|---|
| Voice | Core of the platform | A high-volume voice engine with cloud flexibility. |
| SMS | Confirm in a demo | Availability and sender rules depend on your setup. |
| Confirm in a demo | May be integration-led rather than built in. | |
| Messaging apps | Confirm in a demo | Coverage depends on providers and regions. |
We mark channels as available only once they are confirmed for your account.
Customer journey
Maintain context when conversations move
Context is what makes a handoff feel connected. What can be carried across depends on your configuration and integrations.
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1
Customer record
Keep one record of who the person is.
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2
Disposition
Record what happened on the last conversation.
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3
Handoff data
Pass useful details to the next agent or channel.
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Next conversation
Start from what is already known.
Workflows
Coordinate outbound and inbound activities
Plan which channel comes first, who owns each conversation and how replies are handled. Campaign settings live in campaign management. Sequencing across channels is subject to confirmation for your account.
Campaign ownership
Give each programme a clear owner.
Response management
Agree how replies are picked up.
Routing
Route conversations to the right team
Channel routing builds on the routing rules described in call routing and management. Whether a single, unified queue exists across channels is confirmed in a demo, rather than assumed.
- Rules that send conversations to the right team
- Permissions that control who changes them
- Clear answers about unified queues before you commit
Metrics
Measure cross-channel results
Look at what each channel contributes, and be open about what cannot be attributed. Data can stream to BigQuery or cloud storage for your own analysis, and reporting and analytics describes the views available.
Available channel metrics
The measures reported for each channel.
Attribution limits
Where a result cannot be tied to one channel.
Reporting integrations
Streaming and exports to your analytics tools.
Readiness checklist
Build a channel rollout plan
Introduce channels in stages. Consent rules differ by channel, so involve your own advisers and review the compliance controls that support your policies.
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1
Integrate systems
Connect your CRM and tools through the API and webhooks.
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2
Set permissions
Decide who can use and change each channel.
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3
Confirm consent
Check consent and opt-out rules for each channel.
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4
Prepare templates
Review message wording before it is used.
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5
Launch in a controlled way
Start small and widen after review.
Product demonstration
See omnichannel workflows in a product demonstration
A demonstration confirms which channels are available to your account and how they connect with voice campaigns. The wider flow is explained in how it works.
- Supported channels for your account
- Context and handoffs
- Routing and ownership
- Reporting across channels
Omnichannel: frequently asked questions
What is omnichannel contact centre software?
Omnichannel contact centre software lets a team handle conversations across several channels, such as voice and messaging, while keeping the customer’s context as they move between them. It aims at a connected experience rather than separate silos. Which channels are included varies by product, and Dialog confirms its coverage for your account in a demonstration.
How is omnichannel different from multichannel?
Multichannel means offering several channels that each work on their own. Omnichannel links them, so a conversation can move from one channel to another without starting again. The difference shows up in shared customer context, consistent handoffs and reporting that follows the person rather than the channel they happened to use.
Which communication channels does Dialog support?
Voice is the core of the platform. Other channels depend on your configuration, and the API and webhooks can connect other systems. Because coverage varies, we confirm which channels are available, integration-led or not offered when we scope your account. Ask for that list in a demonstration, and plan around what is confirmed.
Can teams keep customer context across channels?
Context can be kept through customer records, dispositions and the data passed between systems, and the details depend on your configuration and integrations. We recommend deciding which pieces of context matter most, such as the last outcome or the owner, and testing that they arrive intact when a conversation moves to another channel.
Does omnichannel work with existing CRM tools?
Existing CRM tools can be connected with the API and webhooks, so call events can update records and start workflows. These integrations are scoped individually rather than supplied as packaged connectors. Read about Voice API & Integrations for the technical options, and agree which system holds the customer record before you start building anything.
How is channel performance reported?
Reporting covers the measures available for each channel, and data can be streamed to your own analytics tools for deeper analysis. Be prepared for attribution limits, because a result may not be tied to a single channel. Agree the definitions you will use before comparing channels so everyone reads the numbers the same way.
See how Omnichannel would fit your operation
Discuss your use case, existing systems, calling volumes and integration requirements with the Dialog team.
Tailored demo · Unlimited users