Omnichannel docs now easier to navigate

[AnitaDogra]

Finding your way around omnichannel documentation just got simpler

Ever had to figure out how all the omnichannel channels fit together before you could even start configuring one? We've reworked the documentation so that story comes first, then the setup steps.

What changed (and what didn't)

• A single overview topic explains how supported channels work together, so you get the full picture before diving into setup.
• Reorganized foundational concepts flow logically, from understanding Omnichannel to configuring each channel.

Existing channel-specific content you rely on today hasn't been removed. This rework adds a clearer front door and reorganizes how topics connect.

Where to start

📍 New to omnichannel? Start with Omnichannel overview to understand supported channels and how they work together, in one place.

📍 Setting up a channel? Head to Configure omnichannel channels for setup steps across all supported channels, including messaging apps.

What's coming

We're revamping the Agent documentation over the next several releases to provide complete guidance across the omnichannel experience. Stay tuned for updates.

We want to hear from you

Have questions about omnichannel integrations, or can’t find something you’re looking for? Reply below and let us know. Your feedback shapes what we build next.