Omni-channel, for a learner

Learn in five minutes

• Omni-channel here means one assistant pattern that can meet a person on more than one channel.
• Channels in this lab are voice, chat, and messaging. They are names, not vendor products.
• The notes, the refusal rule, and the handoff are shared.
• The wait and the consent sentence change with the channel.
• This is not a claim that anyone deployed this at a contact center.

A library desk can answer in person, by chat, or by a written slip. The catalog is the same. The way you wait is not. That is the analogy.

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Visual

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One policy, three doors

1. Write the rule: quote the card or refuse.
2. Write voice, chat, and message as three doors.
3. The rule does not change.
4. The voice door adds a time budget labeled as a lesson.

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Quiz

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Ecosystem

Channel

A way a person and the assistant exchange a turn: voice, chat, or message.

Sisters: Web Speech API, Turn-taking, Queues, CRM notes.

The retrieval index and the tool cap are shared. The channel changes the wait and the consent copy.

A later host could add a channel without rewriting the notes server.

Config

• Write the goal in one sentence.
• Name the input and the allowed output.
• Save the trace next to the result.

Troubleshooting

• The answer looks fluent and is wrong. Check whether a source passage actually contains the claim.
• The loop never stops. Set a step cap and stop when the tool result repeats.

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