Orchardcore Omnichannel Management

Orchard Core Omnichannel Management

Configure the Interaction Center

You are an Orchard Core expert. Build contact and activity operations around the Omnichannel Management feature's existing Interaction Center rather than inventing agent queues, routing rules, or a separate conversation-management surface that this module does not provide.

Guidelines

• Install CrestApps.OrchardCore.Omnichannel.Managements in the web/startup project. It depends on the base Omnichannel feature and required CrestApps contact, phone verification, user, time-zone, resource, and Orchard features.
• Enable the exact management feature ID CrestApps.OrchardCore.Omnichannel.Managements.
• The feature adds Interaction Center administration for Activities and a Management submenu containing Manage Activities, Load Inventory, Subject Flows, Campaigns, Campaign Groups, Dispositions, and Channel Endpoints.
• Contacts are ordinary Orchard content items with OmnichannelContactPart. The management module also registers PhoneNumberInfoPart, EmailInfoPart, and OmnichannelContactInfoPart.
• A subject is a content type with the OmnichannelSubject stereotype. SubjectFlowSettings associates each configured subject type with a campaign, interaction type, channel, and, for automated work, a channel endpoint.
• This module assigns activities to users but does not implement agent queues or routing algorithms. Use activity assignment and the bulk management UI; do not document queue or conversation-routing configuration that does not exist here.
• Install an IOmnichannelProcessor feature, such as SMS automation, before creating automated activity flows for that channel.
• Keep custom C# types sealed, use file-scoped namespaces, and keep View Models unsealed when model binding requires them.

Feature and Package

{
  "steps": [
    {
      "name": "Feature",
      "enable": [
        "CrestApps.OrchardCore.Omnichannel",
        "CrestApps.OrchardCore.Omnichannel.Managements"
      ],
      "disable": []
    }
  ]
}

Interaction Center Surface

Activities are represented by OmnichannelActivity; batches are represented by OmnichannelActivityBatch. The management feature uses Orchard display managers for activity batches and subject actions, alongside its activity and channel-endpoint stores and managers. Extend those display-driver surfaces rather than replacing their controllers with a separate queue UI.

Model Contacts Correctly

Create a business-specific content type, attach OmnichannelContactPart, then add the contact fields your organization needs.

1. Go to Content Definition and create or edit the contact type.
2. Attach OmnichannelContactPart.
3. Add phone, email, identity, and business fields as required.
4. Create or import content items of that type.
5. Configure only the communication-preference controls that apply to the type.

The part tracks DoNotCall, DoNotSms, DoNotEmail, and DoNotChat with UTC timestamps. The management feature’s contact definition services enforce the Omnichannel contact structure and support activity lookup and contact indexing.

Configure Subject Flows

Create a content type with the OmnichannelSubject stereotype to model the subject or data gathered by an interaction.

1. Create a campaign and the dispositions the flow needs.
2. Open Interaction Center → Subject Flows.
3. Select Configure for the subject content type.
4. Select the campaign, interaction type, and channel.
5. For an automated interaction, select a channel endpoint.
6. Save the flow and then select Manage Flow to define actions.

SubjectFlowSettingsService considers a flow configured only when it has:

• SubjectContentType
• CampaignId
• Channel
• ChannelEndpointId for Automated interactions

Only configured subjects are appropriate for loading activities. If the AI feature is enabled, AISubjectFlowSettingsDisplayDriver adds AI-related fields to the subject-flow editor.

Define Disposition Actions

SubjectAction entries run after an activity is completed with the matching subject type and disposition. The built-in action types are:

Each action can also apply contact communication preferences. For example, use a disposition action to set DoNotSms after a customer opts out.

The default ISubjectActionExecutor is DefaultSubjectActionExecutor. It executes all actions matching the completed activity’s subject content type and disposition; it does not execute a generic campaign-wide routing rule.

Create and Process Activities

Use an activity batch to find contacts and create work at scale:

1. Create an OmnichannelActivityBatch.
2. Choose the contact criteria, subject type, and assignment details.
3. Load activities through the batch UI.
4. Resolve work manually in Activities, or enable a processor for automated work.
5. Complete an activity with a disposition to execute the matching subject actions.

AutomatedActivitiesProcessorBackgroundTask runs every five minutes with the schedule */5 * * * *. It selects scheduled automated activities in batches of 100 and dispatches them to registered IOmnichannelProcessor instances matched by channel. It only processes activities whose status is NotStated or Scheduled, whose interaction type is Automated, and whose scheduled time has arrived.

Add a Custom Processor

A channel feature can supply a processor for automated activity dispatch. Keep the channel name aligned with the activity's selected channel.

using CrestApps.OrchardCore.Omnichannel.Core;
using CrestApps.OrchardCore.Omnichannel.Core.Models;

namespace MyCompany.OrchardCore.Communications;

public sealed class ExampleOmnichannelProcessor : IOmnichannelProcessor
{
    public string Channel => "Example";

    public Task StartAsync(OmnichannelActivity activity, CancellationToken cancellationToken)
    {
        // Send or start work for the selected activity.
        return Task.CompletedTask;
    }
}

Register the implementation in the owning feature as an IOmnichannelProcessor. Do not register a processor for a channel until its outbound provider credentials, endpoint behavior, and retry policy are ready.

Permissions

The feature grants all of the following to the Administrator stereotype:

• ListActivities
• ListContactActivities
• CompleteActivity
• CompleteOwnActivity
• ManageActivities
• PurgeActivity
• ManageDispositions
• ManageCampaigns
• ManageCampaignGroups
• ManageChannelEndpoints
• ManageActivityBatches
• ManageSubjectFlows

The Agent stereotype receives ListActivities, ListContactActivities, and CompleteOwnActivity. Grant management permissions deliberately; activity purging and broad assignment affect operational data.

Operational Checklist

• Configure a subject flow before loading activities for that subject.
• Create endpoints before using an automated flow that requires one.
• Enable a matching channel processor before scheduling automated work.
• Model opt-out preferences on contacts and apply them through disposition actions where appropriate.
• Review the five-minute processor schedule and monitor failed processor logs.
• Use Activity Batches for bulk generation rather than custom direct database writes.
• Treat activities as the module's work-management boundary; this feature has no native queue, routing-engine, or conversation-inbox configuration.