Introduction

Welcome to OCC (Omnichannel Communication Center) – your unified platform for managing customer conversations across all channels from one powerful interface.

What is OCC?

OCC is a cloud-based customer communication platform that brings together conversations from WhatsApp, Instagram, Facebook Messenger, RCS, Apple Business Chat, and your website into a single, centralized inbox. Whether your customers reach out via social media, messaging apps, or your website widget, your team can respond from one place with consistent, efficient, and personalized support.

Built as part of the CEQUENS CPaaS ecosystem, OCC seamlessly integrates with your existing channels and enables your team to deliver exceptional customer experiences at scale.

Who is OCC For?

OCC is designed for customer-facing teams of all sizes:

Customer Support Teams managing inquiries across multiple channels
Sales Teams engaging leads and converting customers
Small Businesses looking to centralize customer communications
Enterprises requiring advanced routing, automation, and analytics
E-commerce Brands providing real-time shopping assistance
Service Providers offering technical and billing support

Whether you're a solo entrepreneur or managing a team of 100+ agents, OCC scales with your needs.

Why Choose OCC?

Unified Communications

Stop switching between tabs and apps. Manage all customer conversations in one interface, regardless of which channel they originated from.

Intelligent Automation

Use AI-powered tools, bots, and automated workflows to respond faster, route smarter, and reduce repetitive tasks.

Team Collaboration

Assign conversations, add internal notes, mention teammates, and track performance – all within the platform.

Real-Time Insights

Monitor team performance, track SLA compliance, and measure customer satisfaction with built-in analytics and reporting.

Seamless Integrations

Connect with your existing tools like HubSpot, Freshdesk, and CEQUENS Bot Studio to create a unified workflow.

Enterprise-Grade Security

Built with security and compliance in mind, OCC keeps your customer data safe and meets industry standards.

Key Features at a Glance

Feature	Description
Omnichannel Inbox	WhatsApp, Instagram, Messenger, RCS, Apple Business Chat, Website Widget
Smart Routing	Pooled, Assigned, or Sequential routing to distribute conversations efficiently
AI Tools	Auto-suggest replies, summarize conversations, improve writing, translate messages
Bots & Automation	Link chatbots, create automation triggers, auto-label and assign conversations
SLA Management	Color-coded timers to track and meet response time targets
Team Management	Role-based permissions (Admin, Supervisor, Agent), group management
Customer Surveys	Create and distribute feedback surveys with detailed response analytics
Labels & Canned Responses	Organize conversations and save time with reusable templates
Analytics & Reporting	Real-time dashboards, agent performance metrics, conversation insights
Integrations	HubSpot, Freshdesk, CEQUENS Bots, and more

How OCC Works

1. Connect Your Channels

Enable communication channels through the CEQUENS Console (WhatsApp, Instagram, etc.) or activate the website widget directly in OCC.

2. Configure Your Inboxes

Create inboxes for different teams or departments, link channels, and set up routing rules to automatically distribute conversations.

3. Manage Conversations

Your team receives conversations in real-time, replies using powerful tools, and collaborates seamlessly with internal notes and mentions.

4. Automate & Scale

Set up bots, automation triggers, and canned responses to handle repetitive tasks and scale your support operations.

5. Measure & Improve

Track performance metrics, gather customer feedback through surveys, and continuously optimize your support quality.

What Makes OCC Different?

Built for Omnichannel, Not Adapted

Unlike tools that started as email ticketing systems and bolted on messaging channels, OCC was designed from the ground up for modern, real-time customer conversations.

CPaaS Native

As part of the CEQUENS Communications Platform as a Service (CPaaS), OCC benefits from direct channel partnerships (official Meta partner for WhatsApp/Instagram/Messenger) and enterprise-grade infrastructure.

Flexible & Scalable

Whether you're handling 10 conversations a day or 10,000, OCC scales seamlessly with customizable routing, automation, and team management.

AI-Powered from the Start

Built-in AI tools help agents respond faster and better, from auto-suggested replies to conversation summarization and language translation.

Getting Started is Easy

This user guide will walk you through everything you need to know:

Getting Started → – Set up your first inbox and start receiving conversations in under 10 minutes
Inbox & Conversations → – Learn how to manage, reply to, and organize customer conversations
Setup & Configuration → – Configure routing, SLA, bots, and advanced settings
Team & Automation → – Add users, create automations, set up surveys, and integrate with other tools
Reference & Support → – FAQs, troubleshooting, and detailed feature explanations

What You'll Need

Before you begin:

✅ CEQUENS Console Account – Your OCC instance is linked to your Console account
✅ At Least One Channel – Enable WhatsApp, Instagram, Messenger, RCS, Apple Business Chat, or use the website widget
✅ Admin Access – The Console account owner automatically becomes an OCC Admin

Don't have a CEQUENS account yet? Contact our sales team or visit cequens.com to get started.

Need Help?

📖 Documentation: You're in the right place! Use the navigation to explore each section
💬 Support: Contact your CEQUENS account manager or support team
🎓 Training: Ask about onboarding sessions and training materials
🔧 Updates: Check the changelog for new features and improvements

Ready to Get Started?

Let's set up your first inbox and start managing customer conversations like a pro.

Continue to Getting Started →