Omnichannel Customer Support Setup – Freshdesk Omni (WhatsApp, Email, Social Media & Live Chat)

We operate multiple automotive brands and require a complete omnichannel customer support setup using Freshdesk Omni (Pro Plan).
The goal is to centralize all customer communications into one unified inbox so agents can handle WhatsApp, email, social media messages, and website live chat from a single platform.
Scope of Work:
• Configure Freshdesk Omni with multi-brand structure
• Connect 10 WhatsApp Business numbers via WhatsApp Business API
• Connect 10 company email accounts
• Integrate Facebook Messenger and Instagram Direct
• Integrate website live chat widget
• Configure routing rules for Sales and Support teams
• Configure auto-assignment based on brand and category
• Set up tags, basic automation workflows, and canned replies
• Create agent accounts and permissions
• Set up dashboards and basic reports
• Test all channels (inbound & outbound) before go-live
Deliverables:
• Fully functional Freshdesk Omni account
• All channels connected and tested
• Routing and assignment rules working
• Simple documentation for future changes
Important Notes:
• Freshdesk Omni is mandatory (no alternative platforms)
• No custom middleware unless approved
• Fixed-price project
• Timeline: 5–7 days
Admin access and credentials will be provided after project award.