T7-R1 in five minutes

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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.