OMNELIAS Journal
Playbooks from the Elias Tech team building OMNELIAS, written for people who run WhatsApp, support and revenue conversations.
Editor’s pick
Ticket volume and agent occupancy describe how hard your team is working. They say almost nothing about whether a customer is quietly deciding to leave. Here are the five signals that do.
Read the article12 articles and counting
Deflection is not the same as avoidance. A practical framework for deciding which conversations AI should own end to end, which it should assist, and which it should hand over immediately.
Template approval, category selection, the 24-hour service window and quality ratings explained, plus the mistakes that get perfectly good templates rejected.
Customers do not think in channels. The engineering and data decisions that turn six disconnected inboxes into one continuous conversation history.
Traditional QA samples a handful of tickets per agent per month. That breaks down when a model drafts most of your replies. A rubric and a sampling strategy that hold up.
Follow-the-sun coverage, on-call compensation, and the difference between a rota that survives contact with reality and one that quietly destroys your retention.
Ticket-shaped thinking creates queues that optimise for closure rather than resolution. What changes when you model ongoing relationships instead of discrete work items.
A worked model for the cost of a second contact, why FCR targets above 85% usually backfire, and how to build the business case for fixing the upstream causes.
The cheapest support conversation is the one that never has to happen. Nine outbound moments that reliably remove inbound volume, and three that annoy people.
Three very different investments get sold with the same promise. A decision framework based on the shape of your volume, your data quality and the actions you can safely automate.
Supercharge Your Team
Talk to sales about OMNELIAS, the omnichannel inbox from Elias Tech. WhatsApp, social, email and voice in one place, with a human on the other end of the line.