A timeline across platforms
Keep each message attached to the same customer conversation, with its source channel and time visible.
Every channel.
One conversation.
A chat on your website. An email with more detail. A WhatsApp follow-up. Bring them into one conversation, where your AI agent and your people can pick up the same thread.
ONE CUSTOMER. ONE CONTINUOUS THREAD.
Shared history. A clear owner.
Website chat
Hi, can I change the delivery address for order #1042?
Email
I’ve submitted the new address. It’s our office instead of my home.
WhatsApp
I’m heading out now. Can we continue here? I’d like to speak with someone about the timing.
Shared history. A clear owner.All the messages.
Right here, together.
See where each message came from, what has already been said, and who is handling the conversation. When a person joins, the history stays in place.
Uniforce · Shared conversation
AL
Alex MorganOrder #1042 · Address change
Identity matchedConversation historyWebsite chat + Email + WhatsApp
Customer replies · NoaSend through
Noa is handling this conversation. A teammate can take over below.
The channel changes.
The conversation continues.
Keep the customer’s story connected, and make every change of owner clear.
A person joins with context
Move from an AI agent to a representative with the history, current request and next action already in view.
Reply where the customer is
Choose the connected reply channel while keeping earlier messages from other platforms in the same thread.
A clear boundary for the team
Match identity before linking histories. Keep internal notes private and make ownership explicit during a transfer.
A little more clarity.
What does omnichannel mean for AI agents?
It means maintaining the relevant request history and ownership across configured channels. It is more than making separate bots available in multiple places.
Will customers need to repeat their details?
The aim is to reduce repetition after the customer’s identity and case have been matched. A channel change can still require additional verification before sharing account information.
Can a person take over the conversation?
The shared-conversation example lets a representative accept a transfer, see the full channel history and send the next reply while AI replies are paused. Live handoff availability depends on the connected channel and your team’s routing and availability setup.
Can customers see internal team notes?
The walkthrough separates team notes from customer-facing messages. Access rules and channel behavior must be configured and checked as part of the implementation.
Which channels can we connect?
Start with the channels your customers and team use. Confirm provider support and connection requirements before planning a rollout; the examples are not a list of verified integrations.
How is this different from a voice agent?
Voice is one way to hold a conversation. Omnichannel coordinates the context and ownership when work moves between voice, messages, email and people.
Keep the conversation moving.
Bring your channels, knowledge and people into one connected workflow.
Plan your connected conversations