Connect Channels
To send and receive customer messages, you must first connect communication lines—called Channels in Omnix. Workspace Admins can add and configure channels under Settings → Channels.
Supported Channels
| Channel | Setup requirements | Best for |
|---|---|---|
| WhatsApp Business | WhatsApp Business Account (WABA) + approved template | Outbound marketing, international support |
| Gmail or Microsoft Office 365 OAuth authorization | Long-form support, transactional receipts | |
| SMS & Voice | Twilio API details + phone number selection | Fast mobile notifications, direct support hotlines |
| Web Chat | Live chat widget code snippet embedded on website | Public website visitor engagement |
Routing & Inbox Delivery
When you set up a channel, you configure its default destination routing:
- Direct Agent: Route all incoming messages directly to a specific team member.
- Queue: Route incoming messages to a team pool (e.g.,
Billing queue). - AI Agent: Route incoming messages to a bot first, which can then perform a handoff if it cannot answer the query.