Qiscus Learning Hub
Course Content
Mastering Notion for Project and Team Management in Qiscus Integration Team
This course provides a comprehensive walkthrough of how the Qiscus Integration team utilizes Notion as a central platform for project management, team coordination, and documentation. Through hands-on exploration and guided instruction, learners will understand how Notion is structured to support cross-functional collaboration across engineering, QA, and project management roles. The course covers both the foundational concepts and practical applications of Notion, emphasizing how it adapts to different workflows and user needs within the team.
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56:30
Quiz
Deep Dive Into Qiscus Omnichannel
In this lesson, we will dive deeper into Qiscus Omnichannel, the flagship product of Qiscus. We will cover its key features and explore how it can be customized to meet specific needs.
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39:44
Quiz
Hands-On Engineering Best Practices
This lesson provides an overview of Qiscus Omnichannel, a real-time communication platform designed to centralize customer interactions from various platforms like WhatsApp, Messenger, and custom chat widgets into a single dashboard. We will highlights key features such as chat SDK for custom chat development, the omni-channel dashboard for managing conversations, and the integration of AI for features like chat summarization. This lesson also covers roles and permissions for agents and administrators, outbound messaging capabilities, customer analytics, and the customization options for channel integration, including the use of webhooks and APIs for custom agent allocation to manage agent workload efficiently. Finally, we will details the App Center for additional integrations and the ability to integrate with various chatbot platforms.
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06:17
Quiz
Protected: Qiscus Integration Essentials
About Lesson

Introduction to Qiscus Omnichannel: Unified Customer Engagement Platform

Qiscus is a technology startup specializing in real-time communication, known for its flagship product: Qiscus Omnichannel Chat. As part of its broader vision—“Enabling Conversation”—Qiscus offers various tools that empower businesses to streamline their customer engagement through a centralized platform.

What Is Qiscus Omnichannel?

Qiscus Omnichannel Chat is a unified customer messaging platform that aggregates conversations from multiple channels into a single interface. Designed with scalability and flexibility in mind, it enables customer service teams to handle inquiries from:

  • WhatsApp (Qiscus is an official Meta Business Partner in Southeast Asia)

  • Facebook Messenger

  • Live chat widgets

  • Custom channels (e.g., marketplaces, proprietary chat apps)

This platform allows admins to oversee all active channels and conversations, while agents are assigned to specific chats based on customizable logic.

Core Features and Functionality

1. Conversation Management

Messages are categorized into:

  • Unserved: No agent has taken the chat yet.

  • Served: An agent is actively handling the chat.

  • Resolved: The session is closed (e.g., after issue resolution).

Each chat is treated as a session. Repeat inquiries create a new room, ensuring structured handling of new issues.

2. Role-Based Access

  • Admins can view all inboxes, assign agents, and configure channels.

  • Agents can only view conversations assigned to them.

  • Supervisors (optional role) can monitor agent performance without configuration privileges.

3. Channel Integrations

Channels are easily configurable and include:

  • WhatsApp (with approved message templates for outbound communication)

  • Facebook Messenger, Instagram, TikTok

  • Custom channels (via Webhook + API)

4. Customer Properties & Metadata

  • Customer Property: Permanent metadata (e.g., name, location).

  • Additional Info: Session-specific data (e.g., complaint details).

5. Outbound Messaging

Supports scheduled or broadcast messages through various channels using approved message templates—especially crucial for WhatsApp compliance with Meta’s policies.

Custom Agent Allocation (CAA)

One of the standout capabilities of Qiscus Omnichannel is its support for Custom Agent Allocation.

By default, Qiscus uses round-robin logic to assign agents. However, with CAA, businesses can implement rules like:

  • Limiting each agent to a maximum number of concurrent chats

  • First-in, first-out queueing

  • Specialized routing based on agent role or customer intent

Architecture Overview

  1. Incoming chat hits Qiscus Omnichannel

  2. A webhook forwards the chat payload (including room ID) to a custom logic service

  3. The service selects the appropriate agent based on business rules

  4. Qiscus updates the assignment in the platform

This setup is crucial for industries such as healthcare or telemedicine, where each agent (doctor) must focus on a limited number of patients.

App Center & Automation

Qiscus Omnichannel supports the integration of additional apps via App Center, including:

  • Appointment systems

  • Online stores

  • Chatbots (via Dialogflow, OpenAI, or custom bots)

The platform also supports Robolab, a bridge for integrating external LLM-based agents or chatbots using RAG (Retrieval-Augmented Generation) techniques.

Developer Use Cases and Assignment Challenge

During the onboarding session, developers are invited to build a queue management system using:

  • Custom Agent Allocation

  • Webhook integration

  • REST API for agent assignment

Preferred tech stack:

  • Ruby on Rails (for fast prototyping)

  • Golang (for high-scale services)

Developers are encouraged to simulate scenarios (e.g., 10 incoming chats, 2 agents with 2-chat limits) and test their implementations.

Trial Access and Resources

Developers and testers can register via a special Multichannel trial link, which provides 14 days of free access to explore the platform and submit challenge solutions.

Conclusion

Qiscus Omnichannel is a powerful solution for businesses seeking to unify and automate customer communication across various platforms. Its flexibility in agent assignment, channel integration, and AI-driven automation makes it suitable for both startups and enterprise-scale customer service operations.

For further exploration, developers can refer to the official documentation, attend internal workshops, or contact the Qiscus Integration team directly.

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