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The omnichannel agent.

The omnichannel agent is the coordinator. It doesn't send anything itself, it decides who sends what next when a contact is moving through a multi-channel flow. The LinkedIn agent opens on LinkedIn, the email agent emails, the demo agent demos, and the omnichannel agent threads the three so no prospect gets hit twice and nobody hounds someone who's already replied.

Quick facts

Channel: Whichever channel the next step calls for
Plan tier: Ciela AI and Agency
Lives at: /dashboard/team/atlas
Engine: Flow templates compiled to nodes/edges, executed on a cron tick
Hand-off trigger: Reply, opt-out, or booked meeting on any channel
Setup time: Whatever the underlying channels need first

What the omnichannel agent decides

The omnichannel agent reads the active flow, looks at where each contact is in the sequence, and decides for every cron tick whether to advance, wait, or stop. Advance means firing the next step (the LinkedIn, email, or demo agent, whichever the template specifies). Wait means the cooldown between steps hasn't elapsed yet. Stop means the contact replied, opted out, or booked, no further sends from any channel for that row.

The four built-in templates

Email + LinkedIn. Email first, then a connection note, then a LinkedIn follow-up, then a final email. Best for SaaS prospects with strong work-email coverage.
Email + Call. Email open, two email follow-ups, then the demo agent sends the demo. Best for higher-ticket lists where a phone conversation closes the loop.
LinkedIn + Call. Connection, opening message, then the demo agent sends the demo to accepted-and-quiet contacts. Best for prospect lists without solid email coverage.
Full omnichannel. Email, LinkedIn, call, in that order with cooldowns between, the most comprehensive of the four. The right pick when you want every available channel to fire.

Pick a template from the Omnichannel modal on the dashboard, customize the steps, hit Launch. The omnichannel agent instantiates the flow, enrolls the contacts, and the cron ticks the rest.

How the omnichannel agent avoids double-touch

Per-contact state, not per-channel. The omnichannel agent tracks where each contact is across the whole flow, so when one channel logs a reply the others go quiet for that row, even if their step is already queued.
Graceful skips. If an email account is in auth-failed, the omnichannel agent parks the email step until you reconnect, the rest of the flow keeps moving on the channels that still work.
No duplicate enrollment. The same contact can't be enrolled in the same flow twice, the engine de-dupes at insert time.

What the omnichannel agent needs to wake up

The omnichannel agent only runs when more than one channel is in play, single-channel work belongs to the specialist that owns it. Concretely that means you need both email and LinkedIn wired up before launching a flow, since the omnichannel template weaves both. Drop {{demoLink}}into any step body to layer demos on top, no extra channel setup required.

Keep reading

Concepts

Templates and flows

How a template compiles to nodes and edges, where the omnichannel agent reads from, and how steps advance.

Concepts

How Ciela makes decisions

The omnichannel agent runs flows, Ciela runs the room, the difference and how the two layer.

Need help?

Ciela can walk you through any step. Or write to support@ciela.ai and we'll jump on the connection with you.

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