Omnichannel Communications


Feature Name	Omnichannel
Feature ID	`CrestApps.OrchardCore.Omnichannel`

The Omnichannel modules provide Orchard Core building blocks for coordinating communication across channels such as SMS and event-driven integrations.

The management experience layers a lightweight Customer Relationship Management (CRM) workflow on top of those building blocks, including contacts, subjects, campaigns, subject flows, dispositions, activities, and batches.

Available Orchard modules

Module	Docs
Base orchestration module (includes the Omnichannel - Azure Communication Services feature)	This page, Azure Communication Services
Event Grid integration	Event Grid
Management UI (CRM), including re-engagement cadences	Management, Cadences
Leads, accounts and opportunities (Omnichannel CRM)	CRM
SMS automation (AI)	SMS
Automated Voice (AI voice conversations over any telephony provider)	Telnyx AI Voice Agent
Omnichannel Channel Endpoints (the Omnichannel Addresses screen, turned on by the features that need it)	Management
Omnichannel Messaging - Azure Blob Storage	Messaging - Azure Blob Storage
Messaging workspace (human two-way, every non-voice channel) and its SMS Messaging Channel	Messaging Workspace
DNC Registry (national and local do-not-call screening)	DNC Registry
Contact Center Business Hours (calendars that gate automated sends)	Business hours

What the base module does

provides the shared Orchard communication layer
supplies the shared message, endpoint, preference, and processing contracts used by the management and channel modules
ships the Omnichannel - Azure Communication Services feature (CrestApps.OrchardCore.Omnichannel.AzureCommunicationServices), which only enables Orchard Core's OrchardCore.Email.Azure and OrchardCore.Sms.Azure providers alongside Omnichannel

Enable the feature

Go to Tools -> Features in Orchard Core.
Enable Omnichannel.
Add the related management or channel modules you need.

Inbound webhooks

The base feature defines no HTTP endpoint of its own. Inbound events arrive through the channel feature that owns the provider:

Feature	Endpoint
Omnichannel - Azure Event Grid	`POST ~/api/azure/webhook/eventgrid`
SMS Omnichannel Automation or the SMS Messaging Channel, with Orchard Core's Twilio SMS feature (Twilio inbound SMS)	`POST ~/api/twilio/webhook/sms`
Telnyx SMS (Telnyx inbound SMS)	`POST ~/api/telnyx/webhook/sms`

Enable the channel feature that matches how your provider delivers events, and configure its authentication before pointing a subscription at it.

Reports

When Omnichannel Management and the shared Reports feature (CrestApps.OrchardCore.Reports) are enabled, CRM reports are contributed to the reusable Reports framework and appear under the top-level admin Reports menu. Omnichannel contributes 29 reports: 5 activity reports (Activity summary, Campaign performance, Disposition breakdown, Dialer call detail, and AI handoff & containment), 21 workload and performance reports, and the 3 CRM reports of the Omnichannel CRM feature. They are grouped across the Operations, Queue & Routing, Agent Performance, CRM & Campaigns, Compliance & Audit, and Technical & IT categories. Each report shares the standard from/to date-range filter and adds Campaign group, Campaign, Channel, Source, and Status filters. Reports export to CSV, and to Excel (.xlsx) when the Reports (OpenXml) feature is enabled.

Examples include:

Activity summary - activity volume and completion, broken down by source, channel, and status, with a daily created-activity trend.
Campaign performance - per-campaign completed vs pending progress across the CRM activity inventory.
Disposition breakdown - how completed activities were dispositioned in the period.
Activity backlog and Activity aging - open workload, assignment, reservation, and overdue work.
Campaign source, channel, disposition, and attempt mixes, Channel endpoint usage, and per-user productivity and completion-time reports.

See Management: Reports and Reports in the user manual.

Access is gated by the View Omnichannel reports (ViewOmnichannelReports) permission, which is implied by Manage activities and granted to administrators and the built-in Supervisor role by default.

Notes

The base module does not provide the full management UI by itself.
Use the related module pages for channel-specific or management-specific setup.

User ManualSee it in the User Manual

Step-by-step instructions and screencasts for the people who use these screens every day.

ContactsCreate a contact type and contacts, find a contact by name or phone number, record do-not-contact preferences, and import or export contacts.
Working ActivitiesHow an agent finds their work, calls or texts the contact, logs inbound calls for new and existing contacts, and completes activities with a disposition.
Load ActivitiesTurn a filtered list of contacts into activities - assigned to agents, handled by the AI, or queued for the outbound dialer.
Omnichannel AddressesList the phone numbers you own, tick what each is used for (calls, texts or both), choose the SMS provider, and pick the agents who call and text from each number.
Messaging Workspace - Inbox, Transfers, Templates and BroadcastsAnswer SMS conversations from a shared inbox, claim and transfer them, start new conversations, reuse canned responses, and send broadcasts.
Automated AI SMS and Voice CampaignsSet up an AI profile and an automatic activity load so the AI texts or calls your contacts, follows up, picks the disposition, and hands off to a person when needed.
Leads, Accounts and OpportunitiesKeep raw prospects apart from your contacts as leads, call and text them like contacts, convert the ones that qualify, and group contacts and deals under accounts.

Available Orchard modules​

What the base module does​

Enable the feature​

Inbound webhooks​

Reports​

Notes​