Agent Portal navigation: moving from a single Omnichannel menu to channel based menus

Audience: Agents, team leaders, supervisors, administrators Applies to: Toku Agent Portal Status: New menu available as an opt-in Beta per user Last updated: 25 August 2026

Summary

The Agent Portal navigation is changing from one generic Omnichannel entry to a set of explicit, channel based menus. Previously, every section had a single Omnichannel sub-menu that in practice only ever contained Email. Each section now exposes a sub-menu for each channel it supports: Telephony, Email and Action Centre (SMS), with further channels such as WhatsApp to follow.

Nothing is removed. Everything you could reach before is still there, and Email now sits under a label that says Email rather than Omnichannel.

The new menu is behind a per-user toggle, New menu configuration (Beta), in your profile preferences. You can switch it on and off at any time without losing any data or affecting other users.

Who this affects

Anyone who uses the Agent Portal. The change is presentational: it alters how you navigate, not what you can do, what you can see, or your permissions. Access is still governed by your role and your Line of Business (LOB) assignments.

What has changed

Before: one menu for all channels

Each top level section carried a single sub-menu called Omnichannel. That name implied every channel, but only Email was ever available inside it. Telephony features sat elsewhere in the interface, and SMS had no menu presence at all. Two consequences followed:

• The label did not describe the contents, so agents opened Omnichannel expecting a channel picker and found one option.
• There was nowhere obvious to add a new channel. Any addition either overloaded the Omnichannel view further or had to be bolted on somewhere unrelated.

After: one menu per channel

Each top level section now lists the channels it supports as separate sub-menu items:

Selecting a section, for example Phonebook, opens the channel list. Choosing a channel loads the view for that channel within that section. The pattern is consistent, so the same three choices appear wherever the section supports all three.

Why we made the change

1. The label now matches the content. A menu item called Email contains email. There is no inference required.
2. Fewer clicks to the right context. Agents who work a single channel go straight to it rather than entering a shared view and filtering down.
3. Room to grow. Adding WhatsApp, or any future channel, means adding one sub-menu item in a predictable place rather than reworking a shared screen.
4. Consistency across sections. Channel is now the second level of navigation everywhere, which makes the portal easier to learn and easier to document.

How to switch on the new menu

1. Select your avatar at the top right of the Agent Portal and open Profile.
2. On the Settings card, stay on the Preference tab.
3. Turn on New menu configuration (Beta).

The toggle sits alongside your existing Timezone, Time Format and Language preferences, so you can adjust all of them in one visit.

The setting applies to your account only. Colleagues continue on their current menu until they opt in themselves. To go back to the previous navigation, return to the same tab and switch the toggle off.

Navigate to Profile > Settings > Preference, showing the New menu configuration (Beta) toggle.

Navigating the new menu

The top level sections in the left rail are unchanged: Live Dashboard, Activities, Phonebook and Campaigns. Select any of them and the channel sub-menu opens beside the rail.

Worked example, using Phonebook:

1. Select Phonebook in the left rail.
2. Choose Telephony, Email or Action Centre (SMS).
3. The contact list loads for that channel. Existing tabs such as Agent, LOB and Custom Contact behave as before, as do the search field and Filters.
4. The per row actions on the right of each contact remain in place, so you can start an interaction directly from the list.

Collapsing the left rail with the control at the bottom reduces it to icons. Section names reappear on expansion, and the channel sub-menu continues to work in both states.

Screenshot placeholder 2: Phonebook with the channel sub-menu open, showing Telephony, Email and Action Centre (SMS).

Terminology changes

What has not changed

• The dialpad and Profile panel on the right, including number entry and the call control.
• Agent state and the state selector, for example Busy (not-ready), and the interaction timer.
• The status bar at the top: date, clock, microphone, speaker, connection security indicator, notifications, help and language.
• Your preferences: timezone, time format and language are untouched by the toggle.
• Permissions, LOB visibility and reporting. The change does not alter what data you can reach or how interactions are recorded.

Known behaviours during Beta

• Opt-in per user. There is no bulk enablement in this release, so teams may run mixed menus for a period. Bear this in mind when giving directions to a colleague or writing internal instructions, and state which menu you are describing.
• Loading indicators. Switching channel reloads the list for that channel, so you may briefly see a loading state on larger contact sets.
• Sub-menus reflect enabled channels. A section only lists the channels configured for your tenant and role. If a channel is missing, check your entitlements before raising an issue.
• Reverting is safe. Turning the toggle off restores the previous navigation immediately and does not affect saved work, queued interactions or history.

Reporting a problem

Use Profile > Settings > Report an Issue. To help us reproduce the problem quickly, include:

• whether the New menu configuration (Beta) toggle was on or off;
• the section and channel you were in, for example Phonebook > Email;
• the LOB in use;
• the time and your timezone, and a screenshot if you have one.

FAQs

Has any feature been removed? No. The Email content that sat under Omnichannel is now under Email. Telephony and SMS have gained explicit menu entries.

Do I have to switch to the new menu? Not in this release. It is opt-in while in Beta. We will announce a date before it becomes the default.

Will my colleagues see the new menu because I turned it on? No. The preference applies to your account only.

Where is WhatsApp? The structure is built to take further channels, and WhatsApp is planned. It will appear as an additional sub-menu item once released and enabled for your tenant.

Why is a channel missing from a section? Either the section does not support it, or the channel is not enabled for your tenant or role. Contact your administrator to confirm.

Does this change my reports or historical data? No. Navigation only.