Omnichannel Support
Woes treats live chat, email, Discord, and Slack as channels on one support model. A conversation can come from any supported channel, but operators still triage it from the same inbox, convert it into issues, attach customer context, and use AI agent evidence from the same knowledge base. Channel pages own setup, delivery checks, and channel-agent selection details. This page focuses on the shared support workflow after a message enters Woes.How Channels Work Together
Every supported channel can share:
- Conversation status, priority, assignee, tags, and notes.
- Customer and account context.
- AI handling state and operator takeover.
- Issue creation for work that must be tracked outside the conversation.
- Analytics and survey reporting.
Recommended Workflow
1
Connect channels
Start with the chat widget, then add
email, Discord, or
Slack if those are active support surfaces.
2
Route work
Use assignment settings, tags, statuses, and priorities to keep the inbox predictable.
3
Let agents answer when grounded
Attach the right knowledge sources to each agent and let Woes answer only when context is strong enough.
4
Escalate durable work into issues
Convert bugs, requests, customer blockers, and follow-up tasks into Issues.
Operating Principles
- Keep the customer in one thread whenever possible.
- Use internal notes for operator-only context.
- Create issues when work needs ownership beyond a chat reply.
- Use tags and custom fields consistently so analytics stay useful.
- Review low-confidence agent replies and improve the knowledge base.