---
title: "Omnichannel vs. multichannel: what it means | attendo"
description: "What omnichannel means in customer service, how it differs from multichannel, a simple test to tell them apart and why unifying comes before adding channels."
url: "https://attendo.me/en/glossary/omnichannel"
lang: "en"
---

# Omnichannel: what it means and how it differs from multichannel

Also known as: Omnichannel support

Omnichannel means that every channel a customer uses to contact you feeds the same record and the same conversation.

## Multichannel is not omnichannel

- **Multichannel**: you handle email, phone and WhatsApp. Each channel in its own place.
- **Omnichannel**: the customer sends an email, calls two days later and sends a WhatsApp message on Friday. Whoever handles it **sees all three on the same screen, in order**.

They are easy to confuse. The test is simple: if an agent has to open two programs to know what a customer has been told, it is not omnichannel.

## Why it matters

Because one of the hardest complaints to defend is “I told you and there is no record of it.” And the customer is usually right: they said it through a channel that is not in the system.

## The usual mistake

Adding channels before unifying them. Opening WhatsApp without integrating it multiplies the problem instead of solving it.

## In attendo

Email, WhatsApp, Teams, Slack, phone, portal, forms, web chatbot and API all land on the same document [timeline](https://attendo.me/en/modules/timeline), and instant conversations share a [unified inbox](https://attendo.me/en/modules/channels).

- [attendo Ticketing](https://attendo.me/en/ticketing)

## Where it is used in attendo

### Modules

- [Communications](https://attendo.me/en/modules/channels): Email, WhatsApp, Teams, Meet, web chat and phone, channel by channel
- [Timeline](https://attendo.me/en/modules/timeline): All activity on the document, in order, with its author and channel
- [Web chatbot](https://attendo.me/en/modules/web-chatbot): Answers with your documentation and hands off to a person as needed
- [Telephony](https://attendo.me/en/modules/telephony): Every call on its record, recorded, transcribed and summarized

### Industries that use these modules

- [IT services and MSPs](https://attendo.me/en/industries/it-services)
- [Elevators and escalators](https://attendo.me/en/industries/elevators)
- [HVAC and refrigeration](https://attendo.me/en/industries/hvac)
- [Repair and after-sales service](https://attendo.me/en/industries/after-sales-repair)
- [And any other business](https://attendo.me/en/industries)

## Related terms

Support and service

### Customer portal

Self-service portal

A customer portal is the web space where your customers check and open their requests without having to call you.

Support and service

### First response time

FRT

First response time is how long your team takes to send a meaningful reply after a ticket comes in.

Support and service

### Escalation

Ticket escalation

Escalation is handing a case over to a higher level, because of its technical complexity or because it is running late.

[See all 53 glossary terms](https://attendo.me/en/glossary)

## Shall we look at it with your data?

We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you.

- With your operation, not a generic demo
- A real person from our team replies
- No cold calls afterwards

Would you rather talk first?

- Phone [+34 910 053 530](tel:+34910053530)
- Email [sales@attendo.me](mailto:sales@attendo.me)
- Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)