Security

Cases in which it will not be possible to anonymize the contact:

1. Contact with an open attendance
2. Contact with an open survey
3. Contact with an open scheduling

In addition to the information that the attempt was unsuccessful, a CSV file will also be available containing the details of each contact for which the action failed.

How the contact will look after anonymization

The encryption keys are generated using the SHA-256 hash protocol. These keys are created at runtime, randomly, and stored within a bucket of indeterminate size, thus anonymizing personal and sensitive data irreversibly, even for the Omni team. This ensures compliance with LGPD through a simple, fast, and effective process.

All contact data will be anonymized in the database, meaning no information about this contact will be available for consultation in the platform.

1. On the Contacts screen:
   a. The contact will be inactive
   b. Data will be replaced by a randomly generated encrypted identifier created by the platform

2. In reports and attendance history:
   a. The displayed data will be encrypted, preventing identification of the contact
   b. All other attendance data will remain intact in the platform for management of attendance history

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Blacklist

The registration of the blacklist, i.e., the phone numbers that will be blocked from making contact, is carried out separately for Inbound and Outbound.

Blacklist Screen

📋 What you can do on this screen

• Create new profiles
  Define name, description, and select functions with their respective permissions.
  Example: A Support profile may include functions such as OneScreen, Contacts, and SoftPhone.

• View existing profiles
  The list shows all registered profiles, including the system’s default profiles (such as Administrator).

• Export profiles in CSV
  Allows generating a file with profile information for auditing or external control.

• Edit profiles
  Adjust functions, permissions, name, and description of already created profiles.

• Delete profiles
  Profiles that are no longer needed can be removed, ensuring better organization.

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Creating a New Profile

1. Click New Profile.
2. Fill in the required fields:
   • Name: Identification of the profile.
   • Description: Contextualize the purpose of the profile.
3. Select the necessary Functions (Administrative, Broadcast, Channels, etc).
4. Within each function, mark the specific Permissions (create, edit, delete, list...).
5. Click Create to save.

💡 Tip: Well-structured profiles make support easier and prevent access issues. Create specific profiles for each area (e.g., Support, Management, Administration).

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🔍 Practical Example

• Support Profile
  Functions: OneScreen, Contacts, SoftPhone.
  Usage: Support agents who need to interact with clients, send messages, and manage contacts.

• Administrator Profile
  Functions: All available.
  Usage: System administrators with full access to all modules and settings.

💡 After creation, the profile will already be available to be assigned to one or more users.

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Functions

Functions represent specific areas of the system, each with its own permissions.
Correctly defining functions in a profile is essential to control access and ensure that each user sees only what is necessary for their routine.

📌 Practical Example:

• The OneScreen function grants access to the support screen, with permissions to send messages, attach files, or close attendances.
• The Reports function grants access to analytical reports and CSV exports.

Below, you will find detailed documentation of each function and its respective permissions.

External API

FIELD	SCREEN	DESCRIPTION
External API Access	EXTERNAL API	Allows access and consumption of data from the external API, without direct impact on the platform. In case of questions about integrations or API usage, please refer to the official documentation.

Omni Documentation.

Administrative

FIELD	SCREEN	DESCRIPTION
Add User to User Tags	USER TAGS	Allows linking users to an existing User Tag in the Administrative > User Tag screen, facilitating profile segmentation.
Anonymize Contacts	CONTACTS	Encrypts all data of a contact in the Contacts/My Contacts screen.
Activate or Deactivate User Tags	USER TAGS	Allows activating or deactivating User Tags registered in the Administrative > User Tag screen, controlling their availability for filters and segmentations.
Activate User	USERS	Allows reactivating already registered users in the Administrative > Users screen, restoring their access to the system.
Create User Tags	USER TAGS	Allows registering new User Tags in the Administrative > User Tag screen, used to classify and group users.
Create Expired Attendance Rule	EXPIRED ATTENDANCES	Allows registering new expiration rules in the Administrative > Expired Attendances screen, defining criteria that automatically close attendances when no interaction occurs within the configured time.
Create Welcome Message	WELCOME MESSAGE	Allows registering automatic welcome messages in the Administrative > Welcome Message screen, used at the start of an attendance.
Create Blacklist Words	WORD BLACKLIST	Allows registering terms or expressions in the Administrative > Word Blacklist screen, blocking their use in attendances.
Create Pause	PAUSES	Allows registering new pauses in the Administrative > Pauses screen, used to control agent availability.
Create Service	SERVICES	Allows registering new services in the Administrative > Services screen, organizing attendance distribution.
Create Shortcut	SHORTCUTS	Allows registering shortcuts in the Administrative > Shortcuts screen, speeding up responses during attendances.
Create Tag	TAGS	Allows registering new tags in the Administrative > Tags screen, used for attendance tabulation.
Create User	USERS	Allows registering new users in the Administrative > Users screen, controlling system access.
Create/Edit Surveys	SURVEY FLOW	Allows creating or editing satisfaction surveys in the Administrative > Survey screen, collecting client feedback.
Delete User Tags	USER TAGS	Allows deleting User Tags in the Administrative > User Tag screen, removing unused segmentation groups.
Edit User Tags	USER TAGS	Allows editing information of already registered User Tags in the Administrative > User Tag screen, keeping user groupings updated.
Edit Expired Attendance Rule	EXPIRED ATTENDANCES	Allows editing expiration rules in the Administrative > Expired Attendances screen, adjusting criteria for closing interactions.
Edit Company	COMPANY	Allows editing company registration information in the Administrative > Company screen, ensuring institutional data is updated.
Edit Welcome Message	WELCOME MESSAGE	Allows editing welcome messages in the Administrative > Welcome Message screen, customizing automatic texts sent to clients.
Edit Blacklist Words	WORD BLACKLIST	Allows editing terms already registered in the Administrative > Word Blacklist screen, adjusting restrictions.
Edit Pause	PAUSES	Allows editing pauses already registered in the Administrative > Pauses screen.
Edit Service	SERVICES	Allows editing services already registered in the Administrative > Services screen, modifying attendance configurations.
Edit Shortcut	SHORTCUTS	Allows editing shortcuts already registered in the Administrative > Shortcuts screen, keeping quick responses updated.
Edit Tag	TAGS	Allows editing tags already registered in the Administrative > Tags screen, updating tabulation terms.
Edit User	USERS	Allows editing already registered users in the Administrative > Users screen, including profile data or permissions.
Export Users to CSV	USERS	Allows exporting users in CSV format in the Administrative > Users screen, useful for reports and audits.
Manage Company Services	SERVICES	Allows activating or deactivating services already registered in the Administrative > Services screen, controlling availability.
List Expired Attendances	EXPIRED ATTENDANCES	Allows viewing the list of expiration rules in the Administrative > Expired Attendances screen, with details of configured deadlines.
List Companies	COMPANY	Allows viewing the list of companies registered in the Administrative > Company screen, with general registration information.
List Welcome Messages	WELCOME MESSAGE	Allows viewing welcome messages registered in the Administrative > Welcome Message screen.
List Blacklist Words	WORD BLACKLIST	Allows viewing terms registered in the Administrative > Word Blacklist screen, checking active restrictions.
List Pauses	PAUSES	Allows viewing the list of pauses registered in the Administrative > Pauses screen.
List Surveys	SURVEY FLOW	Allows viewing surveys already registered in the Administrative > Survey Flow screen.
List Services	SERVICES	Allows viewing the list of services registered in the Administrative > Services screen.
List Shortcuts	SHORTCUTS	Allows viewing the list of shortcuts registered in the Administrative > Shortcuts screen.
List Tags	TAGS	Allows viewing the list of tags registered in the Administrative > Tags screen.
List User Tags	USER TAGS	Allows viewing the list of User Tags in the Administrative > User Tag screen.
List Users	USERS	Allows viewing the list of users registered in the Administrative > Users screen.
Menus (Expired Attendances, Company, Welcome Messages, Pauses, Services, Shortcuts, Tags, Users, User Tags)	ADMINISTRATIVE	Provides access to menus with search, filters, and visualization for each respective area.
Remove User from User Tags	USER TAGS	Allows unlinking users from a User Tag in the Administrative > User Tag screen, adjusting groupings.

In-Person Service

FIELD	SCREEN	DESCRIPTION
In-Person Service	SERVICE	Enables the In-Person Service button on the Service screen, allowing registration of face-to-face interactions by linking the contact, service, and service notes.

Broadcast

FIELD	SCREEN	DESCRIPTION
Broadcast Campaign Creation	CAMPAIGN	Allows creating campaigns in the Broadcast > Campaign screen, configuring the sending channel, integrated number, and associated service.
Broadcast Sending Creation	SENDINGS	Allows accessing the Broadcast > Sendings screen to schedule and monitor mass message deliveries from campaigns.
Broadcast Contact Group	CONTACT GROUP	Allows accessing the Broadcast > Contact Group screen to create or manage contact groups via CSV import or manual selection.

Channels

FIELD	SCREEN	DESCRIPTION
Configure Boteria	INTEGRATIONS	Allows creating, editing, and deleting integration channels with Boteria (chats).
Configure Consumidor Gov	CHANNELS	Allows creating, editing, and deleting integration channels with Consumidor.gov.br, connecting official attendances.
Configure Email	CHANNELS	Allows creating, editing, and deleting integration channels with Email, for sending and receiving messages.
Configure Facebook	CHANNELS	Allows creating, editing, and deleting integration channels with Facebook, linking the company page to the system.
Configure Instagram	CHANNELS	Allows creating, editing, and deleting integration channels with Instagram, enabling direct interactions via the social network.
Configure Mercado Livre	CHANNELS	Allows creating, editing, and deleting integration channels with Mercado Livre, linking the account for message management.
Configure RD Station	CHANNELS	Allows creating, editing, and deleting integration channels with RD Station.
Configure Reclame Aqui	CHANNELS	Allows creating, editing, and deleting integration channels with Reclame Aqui, enabling management of received complaints.
Configure Phone	CHANNELS	Allows creating and editing IVR in the phone screen — insert new services, edit pre-service phrases, or import audio files.
Configure Telegram	CHANNELS	Allows creating, editing, and deleting integration channels with Telegram.
Configure Twitter	CHANNELS	Allows creating, editing, and deleting integration channels with Twitter.
Configure WhatsApp	CHANNELS	Allows creating, editing, and deleting integration channels with WhatsApp, including enabling previously authorized HSM.
List Channels	CHANNELS	Allows viewing the list of all channels available in the organization.
View Media Dashboard	DASHBOARD	Allows accessing and applying filters in Chat Dashboards, monitoring results of sent messages.
View Phone Dashboard	DASHBOARD	Allows accessing and applying filters in IVR Dashboards, monitoring calls and associated metrics.

Connectors

FIELD	SCREEN	DESCRIPTION
Configure Google Forms	INTEGRATIONS	Allows integrating and embedding Google Forms into the platform, connecting responses to service flows.
Configure Your Forms	INTEGRATIONS	Allows integrating and embedding Your Forms into the platform, connecting responses to service flows.

General Settings

FIELD	SCREEN	DESCRIPTION
Create and Edit WhatsApp Channel	CHANNELS	Allows creating and editing integration channels with WhatsApp directly in the Channels screen, adjusting links and usage settings.
Create and Edit Phone Number	CHANNELS	Allows registering and editing Phone Numbers in the Channels screen, linking them to services and IVR configurations.

Contacts

FIELD	SCREEN	DESCRIPTION
Activate Contact	CONTACTS	Allows changing the status of a contact between Active and Inactive in the Contacts > My Contacts screen.
Create Blacklist	BLACKLIST	Allows adding new numbers in the Contacts > Blacklist screen.
Create Contact	CONTACTS	Allows registering new contacts in the Contacts > My Contacts screen.
Delete Blacklist	BLACKLIST	Allows removing numbers registered in the Contacts > Blacklist screen.
Edit Blacklist	BLACKLIST	Allows editing numbers already registered in the Contacts > Blacklist screen.
Edit Contact	CONTACTS	Allows editing information of an existing contact in the Contacts > My Contacts screen.
Import Contacts	CONTACTS	Allows importing contacts via CSV file in the Contacts > My Contacts screen.
List Blacklist	BLACKLIST	Allows viewing the list of numbers registered in the Contacts > Blacklist screen.
List Contacts	CONTACTS	Allows viewing the list of contacts registered in the Contacts > My Contacts screen.
Blacklist Menu	BLACKLIST	Provides access to the Contacts > Blacklist menu, with search and filters.
Contacts Menu	CONTACTS	Provides access to the Contacts > My Contacts menu, with search and filters.

Dashboards

FIELD	SCREEN	DESCRIPTION
Broadcast Dashboard	BROADCAST	Allows accessing the Broadcast > Dashboard screen, monitoring metrics, results, and campaign filters.
Survey Dashboard	PANEL	Allows accessing the Panel > Survey screen, monitoring satisfaction survey results with visualization and filters.
Dialer Dashboard	PANEL	Allows accessing the Panel > Dialer screen, viewing metrics and filters of automated calls.
WhatsApp Dashboard	PANEL	Allows accessing the Panel > WhatsApp screen, monitoring metrics and results.
Inbound Service View	PANEL	Allows accessing the Panel > Inbound screen, with visualization and filters of received calls.
Omni Service View	PANEL	Allows accessing the Panel > Omni View screen, consolidating indicators from multiple channels.
Omni Service View (Mobile Version)	PANEL	Allows accessing the Panel screen, viewing indicators via the mobile application.
Outbound Service View	PANEL	Allows accessing the Panel > Outbound screen, with visualization and filters of performed calls.
Inbound Voice Services View	PANEL	Allows accessing the Panel > IVR screen, monitoring specific metrics of inbound voice services.

Dialer

FIELD	SCREEN	DESCRIPTION
Dialer Integration Button on Screen	DIALER	Allows displaying and using the integration button directly on the Dialer screen, speeding up access to functionalities.
Dialer Campaign Creation	DIALER	Allows accessing the Dialer > Campaign screen to create dialing campaigns with service parameters.
Dialer Strategy Creation	DIALER	Allows accessing the Dialer > Strategy screen to configure dialing rules and call distribution.
Dialer Product Creation	DIALER	Allows registering new products in the Dialer > Products screen, linking them to campaigns or strategies.
Dialer End Call	DIALER	Allows ending calls directly in the Dialer during an active interaction.
Dialer Product Editing	DIALER	Allows editing products already registered in the Dialer > Products screen, adjusting information and existing links.
Dialer Contact Group	DIALER	Allows managing contact groups in the Dialer > Contact Group screen, creating and organizing dialing lists.
Dialer Product Group	DIALER	Allows managing product groups in the Dialer > Product Group screen.
Dialer Product List	DIALER	Allows viewing the list of products registered in the Dialer > Products screen, with search and filters available.
Dialer Make Call	DIALER	Allows originating calls directly from the Dialer.
Dialer Call Transfer	DIALER	Allows transferring ongoing calls to another agent or service in the Dialer.

Export

FIELD	SCREEN	DESCRIPTION
Delete Report	EXPORTS	Allows deleting exported reports in the Exports screen, removing CSV files that are no longer needed.
Create New Export	EXPORTS	Allows generating new reports in the Exports screen, based on available system data.
Broadcast Contact Group Report	EXPORTS	Allows generating a report of the import history of Broadcast Contact Groups in the Exports screen.
Broadcast Consolidated/Detailed Report	EXPORTS	Allows generating consolidated or detailed reports with information on Broadcast sendings, accessed in the Exports screen.
Dialer Effective Contacts Report	EXPORTS	Allows generating a report with effective contacts worked by the Dialer.
Survey Report	EXPORTS	Allows generating a report with the results of Satisfaction Surveys.
User/Calls/Activity Report	EXPORTS	Allows generating a report with analytical data of users, calls (inbound/outbound), and activities, accessed in Exports.
Dialer Contact Group Report	EXPORTS	Allows generating an exported report of the import history of Dialer Contact Groups, accessed in Exports.

Tools

FIELD	SCREEN	DESCRIPTION
HSM Template Creation	TOOLS	Allows creating new HSM templates in the Tools > HSM Template Linking screen, used in approved WhatsApp messages.
SMS Template Creation	TOOLS	Allows creating new SMS templates in the Tools > SMS Template Management screen, used in campaigns and automated sendings.
Delete HSM Template	TOOLS	Allows deleting HSM templates already registered in the Tools > HSM Template Linking screen.
Delete SMS Template	TOOLS	Allows deleting SMS templates already registered in the Tools > SMS Template Management screen.
Edit SMS Template	TOOLS	Allows editing SMS templates already registered in the Tools > SMS Template Management screen, adjusting content or rules.
Edit HSM Template	TOOLS	Allows editing HSM templates already registered in the Tools > HSM Template Linking screen, updating approved messages.
Form Management	TOOLS	Allows creating and editing custom forms in the Tools > Forms screen, used in service flows.
Mass Service Management	TOOLS	Allows executing batch actions in the Tools > Mass Management screen, such as closing or reassigning multiple attendances simultaneously.
HSM Template List	TOOLS	Allows viewing the list of HSM templates in the Tools > HSM Template Linking screen.
SMS Template List	TOOLS	Allows viewing the list of SMS templates in the Tools > SMS Template Management screen.
Queue Management Menu	TOOLS	Allows accessing the Tools > Queue Management screen.
SMS Template Management Menu	TOOLS	Allows accessing the Tools > SMS Template Management screen.
Mass Management Menu	TOOLS	Allows accessing the Tools > Mass Management screen.
HSM Template Linking Menu	TOOLS	Allows accessing the Tools > HSM Template Linking screen.

Menu

FIELD	SCREEN	DESCRIPTION
Access Administrative Module	ADMINISTRATIVE	Allows access to the Administrative menu, where company, user, service, tag, shortcut, and pause settings are managed.
Access Broadcast Module	BROADCAST	Allows access to the Broadcast menu, responsible for managing campaigns, contact groups, and sendings.
Access Channels Module	CHANNELS	Allows access to the Channels menu, where communication integrations (WhatsApp, Email, etc.) are configured.
Access Connectors Module	INTEGRATIONS	Allows access to the Integrations menu, responsible for integrating external forms (Google Forms, Your Forms).
Access Contacts Module	CONTACTS	Allows access to the Contacts menu, including submenus for contacts and blacklist.
Access Dashboards Module	PANEL	Allows access to the Panel menu, with a consolidated view of service and channel indicators.
Access Dialer Module	DIALER	Allows access to the Dialer menu, where campaigns, strategies, groups, and automated calls are configured.
Access Exports Module	EXPORTS	Allows access to the Exports menu, used to generate reports in CSV format.
Access Tools Module	TOOLS	Allows access to the Tools menu, which manages templates (SMS/HSM), queues, and mass actions.
Access Labs Module	LABS	Allows access to the Labs menu.
Access Monitoring Module	MONITORING	Allows access to the Monitoring menu, to track attendances in queue, ongoing, or by agent.
Access Reports Module	REPORTS	Allows access to the Reports menu, where analytical system reports can be generated and consulted.
Access Security Module	SECURITY	Allows access to the Security menu, responsible for managing profiles, user groups, and permissions.
Access SoftPhone	SOFTPHONE	Allows access to the SoftPhone, used to make and receive calls directly in the platform.
Access Service Screen	SERVICE	Allows access to the main Service screen, where agents interact with contacts in real time.
Search Contact	CONTACTS	Allows using the contact search in the Contacts screen to quickly locate records.

Monitoring

FIELD	SCREEN	DESCRIPTION
Log out user	MONITORING	Allows forcing a user logoff in the Monitoring > Agents screen, ending their active session.
Send message in a service	MONITORING	Allows inserting an internal comment in a service in the Monitoring > Service screen.
End a service	MONITORING	Allows closing an ongoing service in the Monitoring > Service screen.
Monitor and manage services	MONITORING	Allows viewing, tracking, and interacting with active services in the Monitoring > Service screen.
Take over a call	MONITORING	Allows retrieving a call in the Monitoring > Agents screen, taking over the agent’s call.
Listen to a call	MONITORING	Allows passively monitoring a call in real time in the Monitoring > Agents screen.
Listen and speak in a call	MONITORING	Allows joining a call conference in the Monitoring > Agents screen, interacting alongside the agent and contact.
Transfer service to another service	MONITORING	Allows transferring ongoing services to another service in the Monitoring > Service screen.
Transfer service to another user	MONITORING	Allows transferring ongoing services to another user in the Monitoring > Service screen.
Agents dashboard view	MONITORING	Allows viewing the Monitoring > Agents dashboard.
Service dashboard view	MONITORING	Allows viewing the Monitoring > Service dashboard.
Agents view in service system	MONITORING	Allows viewing agents in the Monitoring > Service screen by enabling the Show Details flag.

OneScreen (Service)

FIELD	SCREEN	DESCRIPTION
Access scheduling list	SERVICE	Allows accessing the Scheduling list in the Service screen, viewing scheduled interactions.
Access service list	SERVICE	Allows accessing the list of Ongoing Services in the Service screen.
Access history list	SERVICE	Allows accessing the History list in the Service screen, consulting completed interactions.
Access active scheduling	SERVICE	Allows creating schedules in the Service > Quick Send screen, programming message sendings.
Access active sending	SERVICE	Allows accessing the Service > Quick Send screen, viewing and managing mass sendings.
Attach files in a service	SERVICE	Allows attaching files directly in the Service screen during contact interaction.
Block GIF sending	SERVICE	Allows restricting the sending of GIFs during interactions in the Service screen.
Edit Google Forms	SERVICE	Allows editing integrated Google Forms in the Service screen.
Edit Your Forms	SERVICE	Allows editing integrated Your Forms in the Service screen.
Send message in a service	SERVICE	Allows sending messages during an interaction in the Service screen.
Download message audio	SERVICE	Allows downloading audio files received or sent during a service in the Service screen.
End a service	SERVICE	Allows officially closing interactions in the Service screen.
Manage contact	SERVICE	Allows managing contact data directly in the Service screen, editing or updating information.
Transfer service to another service	SERVICE	Allows transferring the service to another Service directly in the Service screen.
Transfer service to another user	SERVICE	Allows transferring the service to another User directly in the Service screen.
View message shortcuts in service	SERVICE	Allows viewing and using Shortcuts (message templates) in the Service screen.

Profile

FIELD	SCREEN	DESCRIPTION
Change Notifications	PROFILE	Allows enabling or disabling sound and visual notifications, configured directly from the left sidebar.
Switch Company	PROFILE	Allows switching between different companies linked to the user, via the left sidebar.
View My Dashboard	PANEL	Allows accessing the Panel > My View screen, displaying personalized indicators for the user.

Portfolio

FIELD	SCREEN	DESCRIPTION
View only assigned contacts (for the agent)	CONTACTS	Allows the user to view only the assigned contacts linked to them in the Contacts screen.
View all contacts	CONTACTS	Allows the user to view all company contacts in the Contacts screen.

Reports

FIELD	SCREEN	DESCRIPTION
Block CSV download of interaction tracking	REPORTS	Allows blocking the CSV download of interaction tracking records.
Export contact history	CONTACTS	Allows exporting CSV files of contacts registered in the system.
Export interaction history	REPORTS	Allows exporting CSV files of data recorded in the interaction report.
Download message audio	REPORTS	Allows downloading audio files sent and received during interactions.
View Interaction Report	REPORTS	Allows generating and viewing the Interaction Report, with details of messages and contacts.
View IVR Report	REPORTS	Allows generating and viewing the IVR Report, presenting call metrics.

Security

Security

FIELD	SCREEN	DESCRIPTION
Associate and disassociate profiles with users	SECURITY	Allows associating or removing profiles linked to users in the Security > Profile Management screen.
Register access schedules	SECURITY	Allows registering new Access Schedules in the Security > Access Schedules screen, used to control user work shifts.
Create a profile	SECURITY	Allows creating new access profiles in the Security > Profile Management screen, defining user permissions.
Delete a profile	SECURITY	Allows deleting access profiles already registered in the Security > Profile Management screen.
Edit access schedules and add/remove users from schedules	SECURITY	Allows editing existing Access Schedules and managing users linked to them in the Security > Access Schedules screen.
Edit a profile	SECURITY	Allows editing information and permissions of already created profiles in the Security > Profile Management screen.
Delete access schedules	SECURITY	Allows deleting Access Schedules registered in the Security > Access Schedules screen.
Delete user groups	SECURITY	Allows deleting user groups registered in the Security > User Groups screen.
Execute takeout	SECURITY	Allows executing Takeout (data extraction) of users, when enabled for auditing and export.
Export users to CSV	SECURITY	Allows exporting the user list in CSV format in the Security > Users screen.
Profile management menu	SECURITY	Allows access to the Profile Management menu.
Users menu	SECURITY	Allows access to the Users menu.
View created profiles	SECURITY	Allows viewing the list of profiles already created in the Security > Profile Management screen.
View and create user groups	SECURITY	Allows viewing and registering user groups in the Security > User Groups screen.
View access schedules	SECURITY	Allows viewing Access Schedules registered in the Security > Access Schedules screen.
View user groups	SECURITY	Allows viewing user groups already registered in the Security > User Groups screen.

System

FIELD	SCREEN	DESCRIPTION
Company Manager	SYSTEM	Defines the user as company administrator, granting extra permissions beyond standard settings.
Deactivate company	SYSTEM	Allows deactivating the company, blocking platform usage for associated users.
Set user with mobile access	SYSTEM	Allows granting user access to the mobile application, enabling service via smartphone.
Set user with multiple logins	SYSTEM	Allows the user to log in to up to two platforms simultaneously.
View user password	SYSTEM	Allows viewing the registered password of a user in the system.

SoftPhone

FIELD	SCREEN	DESCRIPTION
Create conference	SOFTPHONE	Allows creating a conference between calls directly in the SoftPhone.
End call	SOFTPHONE	Allows ending an ongoing call in the SoftPhone.
Make call	SOFTPHONE	Allows making new calls from the SoftPhone.
Pause call	SOFTPHONE	Allows placing a call on hold in the SoftPhone.
Transfer call	SOFTPHONE	Allows transferring ongoing calls to another agent or service.
View keypad	SOFTPHONE	Allows viewing and using the numeric keypad within the SoftPhone.

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Users

The Users menu within Security is the space dedicated to associating each user with the access profiles previously created in Profile Management.
This association ensures that each team member has the correct permissions for their daily activities, strengthening both security and operational organization of the platform.

💡 Tip: Profiles can be single or multiple. This way, the same user can accumulate administrative and operational access as needed.

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Main Features

• 🔍 User Search
  Use the search field to quickly locate a specific user, avoiding the need to manually go through the entire list.

  ⚠️ Important: The user must be previously registered in the Administrative > Users menu in order to be associated with a profile.

• ✅ Multiple Selection
  It is possible to select one or more users at the same time, allowing profile changes to be applied in bulk efficiently.

  🔒 Security: Only the users selected in the list will have their permissions modified. This measure prevents accidental changes to non-selected profiles.

• 🔗 Profile Assignment
  After selecting the users, the Change Association button allows:

  • Associate profiles → Link new access profiles to the user(s).
  • Clear association → Remove linked profiles, leaving the user without access permissions.

  ⚠️ Important: When clearing a user’s associations, they will lose all access. To log into the system, the user must have at least one active profile associated.

• 📋 Viewing Assigned Profiles
  When accessing the assignment screen, all available profiles are displayed. Simply select the desired ones to apply them.
  A single user can have multiple profiles, depending on their responsibilities.

Benefits of Correct Association

• 🛡️ Ensures precise access control, allowing each user to see only what is relevant to their role.
• 📊 Facilitates permission auditing, providing greater transparency in access control.
• 🔄 Provides flexibility in configuration, enabling users to have multiple profiles according to their responsibilities.
• 🔒 Improves overall security, preventing unauthorized access to sensitive system features.
• ⚡ Increases efficiency in user management, allowing bulk adjustments with just a few clicks.

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Takeout

Takeout - What is it?

Takeout is a feature in Omni that allows authorized users to perform a complete download of company data, including photos, videos, audios, messages, and associated records.
This feature is recommended for auditing, local backup, or integration with other external platforms.

⚠️ Important: Takeout is only available for profiles with explicit permission in the Security module.

How to extract the data

On the main screen, it is possible to:

• 🔄 Refresh the list to check ongoing requests.
• 🆕 Generate a new Takeout, starting the data export.
• 🎯 Apply filters by Status, making it easier to track requests.
• ⛔ Cancel an ongoing request.
• ♻️ Restart exports that failed (status Error).

When clicking “New Takeout”, a window with the process details will be displayed.
Confirm the action by clicking Export → the request will appear in the list with the status Pending.

Status das Solicitações

Request Status

The available statuses for tracking are:

1. 🕒 Pending → The request has been created and the system is preparing the export.
2. ⚙️ Processing → The export is in progress.
3. ⛔ Canceled → The export was manually interrupted.
4. ✅ Completed → The export was successfully finished.
5. ❌ Error → A failure occurred during the export process.

💡 Tip:

• Requests with Completed status allow the file to be downloaded.
• Requests with Error status can be restarted.

File Download

When the export is completed (Completed status), the system will send an automatic email to the company manager and the requesting user.

The provided file follows this pattern:

• It is a compressed file (ZIP).
• It is divided into smaller parts, which must be downloaded in full for proper extraction.
• After downloading, it is necessary to decompress the main file.

The data structure is organized as follows:

• 📑 Textual records → provided in JSON format.
• 🖼️ Images → stored in a dedicated folder.
• 🎥 Videos → stored in a dedicated folder.
• 🎵 Audios → stored in a dedicated folder.

⚠️ Important: If not all files are downloaded, the decompression process will be invalid and the data will be inaccessible.

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User Groups

The User Groups module allows the creation of hierarchical groups where the group leader has exclusive access to the data of the users in their group within reports.
This hierarchy ensures restricted data security while maintaining structured access control.

Screen: User Groups

Group and User Creation

• Click on "Create group"
• Enter the Group Name
• Enter the Group Description
• Define the Administrator in the "Administrator" field
• Click on "Create"
• After creation, define which users will be placed under the hierarchy of the created group

Screen: User Groups Editing

Delete User Group Screen

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Access Schedule

In the Access Schedule module, you can define the days and times when your users are allowed to access the system according to the company’s needs, respecting its time zone.

On this screen, you can create new schedules and manage existing ones, adding or removing users, editing, or deleting them.

Screen: Access Schedule

Access Schedule Creation

• Click on "New Access Schedule"
• Enter the Schedule Name
• Select the Time Zone
• Enable or disable the weekdays. If disabled, users will not be able to log in on that day, even if a time window is configured
• Configure the time window during which users can access the system
• Select whether to enable automatic transfer of services
• Select whether to allow the user to log in outside the defined schedule
• Click on "Save"

Creating Access Schedule

Registering Users in the Access Schedule

On the Access Schedule management screen, you must click the icon in the "Registered Users Qty." column.

In this screen, you will be able to view and manage the users already registered in the access schedule.

To add new users, simply click the "Add Users" button, search by the user’s name, and then click "Add". You can search and add as many users as needed at once. After that, just click "Finish", returning to the previous screen and clicking "Finish" again.

Adding Users to the Access Schedule

Automatic Transfer of Services

When the Automatic Transfer of Services option is enabled, the system checks users who are logged out and outside the access schedule configured in the Access Schedule module. If these users have active services on screen, the system will automatically transfer them back to their original queues.

⏱️ Execution Rule: The transfer process occurs automatically 5 minutes after the user logout.

🚧 Prerequisite

Required Activation: For this functionality to be available in the company settings, it is mandatory to open a support ticket with N3 Support.

The parameter release within the organization is handled internally and must be requested before attempting to configure the rules.

🔄 Status Preservation

It is important to note that the system fully preserves the current status of the service during transfer, including active cases or those on Hold/Personal Queue, whether Inbound or Outbound.

The goal is to prevent customers from waiting for a response while the agent is unavailable (e.g., end of shift), ensuring they are redistributed to other available operators with highest priority.

🚦 Distribution and Priority Rules

When the system executes automatic transfer due to logout, the following rules apply:

• Return to Queue: All active services on the agent’s screen are automatically returned to the current service queue.
• 🚀 Highest Priority (Priority 0): These services return to the queue with Priority 0.
  • What does this mean? They "skip the line," positioning themselves ahead of new services to be distributed as quickly as possible.
• Tie-Breaking Criterion: If multiple services are transferred with Priority 0, the system prioritizes the one with the longest total waiting time.

Important: Scope of Priority

The priority rule respects the Media and the Service Queue. This means prioritization occurs only among competing services within the same queue:

• A WhatsApp service with Priority 0 will only take precedence over other WhatsApp services waiting in the same queue.
• It does not interfere with other service queues or other media types.

Allow Login Outside Access Schedule

The system allows users to log in normally outside the times defined in the access schedule, whether the day is active or not.

Screen: Access Schedule

Queue Without Operator Notification

This functionality acts as an active security monitoring tool, alerting supervisors whenever a service queue is left unattended during operating hours.

💡 Trigger Logic:
The system cross-checks information from the Access Schedule with the actual status of users. An alert is generated if all operators linked to that queue, who should be logged in according to the schedule, are simultaneously offline.

🔔 Alert Behavior

The system constantly monitors the status of queues. Notification behavior follows the logic of independent timers per service:

• First Notification (Detection): As soon as a queue is identified as unattended (no agents), the system sends the first alert within 2 minutes.
• Recurrence (Persistence): If the situation is not resolved, the alert repeats every 10 minutes for that specific service.
• Independence: Each service has its own cycle. If you add a new service to a user, it will be notified quickly (2-minute rule), regardless of how long other services have already been in alert.

Notification Content:

• The name of the affected Queue (Service).

Floating Widget Behavior

• ↘️ Initial Position: The alert icon discreetly appears in the bottom-right corner of the screen.
• 🖱️ Full Mobility: The widget is fully floating. You have the freedom to drag and position it anywhere on the screen as you prefer.
• 📩 Interaction and Reading: By clicking the icon, the alert list expands. Important: Simply opening the list automatically marks the visible notifications as read.
• ❌ Screen Cleanup: When closing the list (with all messages read), the widget disappears automatically to avoid cluttering your view.
• 📥 Accumulation: If you choose not to open the widget (or keep it open), new notifications will continue to arrive and stack in the history.

⚙️ How to Configure

To define who should receive these critical alerts:

1. Access the Security menu and navigate to Access Schedule.
2. Create a new schedule or click the Edit icon on an existing schedule or Create New Access Schedule.
3. In the settings, locate and check the option Notify Users.
4. A selection field will appear listing the organization’s users. Select one or more managers who should be notified about the absence of operators.
5. Click Update or Save to apply the changes.

📌 Technical Note: Make sure that the queue operators are correctly linked to this Access Schedule. The system uses this link to validate whether or not someone is online.

🚀 Why use this feature?

This functionality was designed to act as a "copilot" in management, ensuring operational continuity in an intelligent way.

• 🛡️ Guaranteed Continuity: Ensure that your customers are served even during unforeseen events, shift changes, or breaks between schedules.
• ⚡ Proactive Management: The system works for you. Instead of requiring constant visual monitoring, the platform actively notifies you when something needs your attention, optimizing the manager’s time.
• 📉 Focus on Customer Experience: By avoiding unattended queues, you drastically reduce waiting time and keep service levels (SLA) healthy.
• 👁️ Automated Monitoring: The widget continuously tracks queue status in the background, alerting only when necessary, without interrupting your workflow.

Billing Grouping

📌 Objective: Allow configuration of user licenses according to the commercial conditions of your contract.

📋 Assumptions: The commercial conditions must be registered/updated in the Billings system. If not found or if you have questions, contact your CS.

Field Definitions on the Screen:

🔧 Services: List of options registered in the Billings system for user licenses. Omni reads this online when loading the screen.

👤 Users: Active users in Omni at the time the screen was loaded.

⚙️ Operation: Monthly, Omni sends login data on the first day of the following month to perform billing, using the last change made in this functionality.

❗ Important: If no personalized registration is made on this screen, login data will follow your organization’s current default.

💡 Tip: Always perform this configuration with the help of your CS, as they can assist you and avoid incorrect charges.

Permissions

There are two profile permissions that grant access to the Billing Grouping screen:

• 👁️ Read Access – grants access only to view services and users.
• ✍️ Edit Access – grants modification access, allowing users to be associated or disassociated from services.

How to configure

When accessing the screen, the system displays the list of available services along with the organization’s data:

After selecting one of the listed services, the system will load the users who have not yet been associated with any service, as well as the users already associated with the selected service:

With this, it is possible to select multiple unassociated users and click the right arrow to assign them to the service, or click the left arrow to move associated users back to the unassociated list.

Finally, click Save to persist the changes made. As illustrated in the following images:

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