Unite (omni-channel routing)

Using Unite, you can accept interactions from various channels: email, social media including Twitter and Facebook, SMS, and so on. You can then assign the interactions to the most appropriate agents.

What can we help you with today? 

General features

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  Saving a case for later in Unite
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  Unite overview

Getting started

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  Using Unite
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  Omni-channel routing process in Unite

Using

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  Releasing a case in Unite
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  Transferring a case to another agent or service in Unite
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  Retrieving a parked case in Unite
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  Saving a case for later in Unite
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  Changing the status of a case in Unite

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Configuring

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  Overriding the Vonage Contact Center node used to route cases
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  Creating a workflow rule that changes the status of an existing case when Salesforce receives an email relating to the case
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  Creating a workflow rule that changes the status of a case when an agent replies to an email
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  Creating a workflow rule that sets the Vonage Contact Center account used to route cases
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  Creating a field update that overrides the case origin

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Case statuses and routing actions

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  Changing the status of a case in Unite
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  Creating a workflow rule that changes the status of an existing case when Salesforce receives an email relating to the case
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  Creating a workflow rule that changes the status of a case when an agent replies to an email
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  Mapping actions to and from case statuses
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  Creating case statuses
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  Configuring Unite
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  Omni-channel routing actions in Unite

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Routing and route plans

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  Overriding the Vonage Contact Center node used to route cases
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  Creating a workflow rule that sets the Vonage Contact Center account used to route cases
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  Creating a field update that overrides routing timeouts
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  Updating a workflow rule to tag a case with required skills
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  Scheduling the routing request sweeper
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  Configuring Email-to-Case
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  Omni-channel routing actions in Unite
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  Omni-channel routing process in Unite
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  Unite overview

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Workflow rules

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  Overriding the Vonage Contact Center node used to route cases
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  Creating a workflow rule that changes the status of an existing case when Salesforce receives an email relating to the case
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  Creating a workflow rule that changes the status of a case when an agent replies to an email
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  Creating a workflow rule that sets the Vonage Contact Center account used to route cases
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  Creating a workflow rule that notifies an agent when a case is assigned to them

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Interactions (cases)

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  Releasing a case in Unite
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  Transferring a case to another agent or service in Unite
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  Retrieving a parked case in Unite
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  Saving a case for later in Unite
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  Changing the status of a case in Unite

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