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erphq
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omnichannel

Unify customer interactions across email, chat, phone, social media, and portals into a single ticket view.

2|1|Updated Apr 15, 2026
Search Tags:#dashboards#routing#omnichannel#customer-support#ticketing#SLA#context-stitching
One-click install
npx skills add https://github.com/erphq/skills --skill omnichannel
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: omnichannel
Source: https://github.com/erphq/skills/tree/main/departments/customer-support/03-org-1k-plus/omnichannel
Command: npx skills add https://github.com/erphq/skills --skill omnichannel

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

Unified customer support across channels requires agents to manage multiple tools and lose context. This skill provides a single framework to route requests, stitch conversation history, and deliver a consistent experience across channels.

Core Features & Use Cases

  • Channel detection and routing: Routes emails, chats, calls, social messages, and portal submissions to the right queue.
  • Context stitching: Maintains a unified ticket history across channels for seamless continuity.
  • Unified dashboards & SLA management: Tracks performance per channel and aligns SLAs for agents.

Quick Start

Configure your Helpdesk to enable omnichannel routing and start processing a cross-channel ticket.

Frequently Asked Questions about omnichannel

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I unify customer support interactions across multiple channels into a single view?▼

Unifying customer support interactions requires channel detection and routing to direct emails, chats, calls, and social messages to a single queue. Context stitching maintains a persistent ticket history, ensuring seamless continuity across all touchpoints.

What is context stitching in omnichannel ticketing and how does it work?▼

Context stitching in omnichannel ticketing maintains a unified ticket history across email, chat, phone, and social media. It resolves cross-channel identities to ensure agents have full conversation continuity and consistent service delivery.

How do I set up channel routing rules for emails, chats, and social media support?▼

Setting up channel routing requires configuring helpdesk rules to direct emails, chats, calls, and social messages to the appropriate queues. This enables channel-aware responses and aligns with SLA management for consistent service.

Can I track SLA performance per channel using unified support dashboards?▼

You can track SLA performance per channel using unified dashboards that monitor support operations across email, chat, phone, and social media. This aligns SLA management with agent routing rules to ensure consistent service delivery.

What is the best way to resolve customer identities across cross-channel support interactions?▼

The best way to resolve cross-channel customer identities is through context stitching, which links interaction history across email, chat, phone, and portals. This creates a persistent ticket view for accurate agent routing.

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