OMNINGAGE Update: Twitter Integration & Email Enhancements

New OMNINGAGE Update: Twitter Integration and Email Enhancements

OMNINGAGE have announced updates in their latest release, designed to make customer interactions smoother, smarter, and more efficient.

Here’s a quick rundown of what’s new and improved—because we know you’re busy.

1. Say Hello to X (formerly Twitter)

Here’s the big news: OMNINGAGE now supports X (aka Twitter) in both Interaction Explorer and IQ reports. You can monitor and manage X mentions, filter reports, and track social media interactions like never before. Oh, and Amazon Connect can’t do this natively. So, if you’re using Amazon Connect and need to manage X mentions, OMNINGAGE is your secret weapon!

2. And There’s More X Updates!

We didn’t stop there. You can now better manage X queries, easily delete transcripts, and track X performance metrics right from your dashboard. Whether you’re handling social media or just keeping tabs on customer service stats, this will make life a whole lot easier.

3. Email Subjects in Interaction Explorer: Finally!

We heard you! Now you can view email subjects directly in Interaction Explorer without having to open every single message. The first 30 characters are shown in the subject line for each email in Interaction Explorer. Hover over the subject line entry to see the full text. This is a small change, but it will save you a lot of time!

4. Image Previews in Chat: A Little Visual Help

When the customer sends an image as an attachment, agents can now examine the image as a thumbnail without having to open it. This is another time saving enhancement to get that AHT down!

5. Agent + Bot Conversations: Teamwork at Its Best

When a customer’s been chatting with a bot, agents will now be able to see the entire conversation once they jump in. No more guessing what’s already been covered. This new update gives agents the full context, making sure handoffs between bots and humans are as seamless as possible.

6. Wrap-up Reporting: Simple, Streamlined, Sorted

We’ve given the wrap-up report a bit of a facelift. You’ll notice dropdown menus for easier categorisation and better reporting. While it’s not a headline-grabber, this update will make your reporting process that much easier, which is always a win in our books.

And That’s Just the Beginning…

These are just a few of the highlights from our latest release. Whether it’s boosting your contact centre agents’ efficiency or making social media customer service easier to manage, we’re always working on ways to make your life simpler.

Want to learn more? Head over to our website for the full scoop on all the updates.