URL: /baas/api/capabilities/sct07-omni-channel

---
title: "SCT07 - Omni Channel"
description: "Seamless experience across multiple customer touchpoints and channels via API"
---

# SCT07 - Omni Channel

Seamless experience across multiple customer touchpoints and channels, providing unified customer data and cross-channel continuity through the API.

## Overview

This capability enables your platform to deliver a consistent and seamless customer experience across all channels with unified data and transaction continuity via API integration.

## Features

| Feature | Description |
|---------|-------------|
| **Cross-Channel Continuity** | Continue transactions across channels |
| **Unified Customer View** | Single view of customer data |
| **Channel Management** | Centralized channel control |
| **Session Handoff** | Transfer sessions between channels |
| **Multi-Device Support** | Synchronized state across devices |

## Configuration Options

| Level | Channels | Features |
|-------|----------|----------|
| **Basic** | Limited (2-3 channels) | Basic integration |
| **Standard** | Core channels | Cross-channel continuity |
| **Advanced** | All channels | Complete omnichannel experience |

## API Usage

### Get Unified Customer Profile

```bash
GET /api/v1/customers/{customer_id}/profile/unified
Authorization: Bearer {access_token}
```

**Response:**
```json
{
  "customer_id": "cust_123456",
  "profile": {
    "name": "John Doe",
    "email": "john@example.com",
    "phone": "+44123456789"
  },
  "channels": {
    "web": {"last_active": "2024-01-15T10:30:00Z", "sessions": 45},
    "mobile_ios": {"last_active": "2024-01-15T09:15:00Z", "sessions": 120},
    "mobile_android": {"last_active": "2024-01-10T14:00:00Z", "sessions": 30}
  },
  "preferences": {
    "notification_channel": "PUSH",
    "preferred_language": "en"
  }
}
```

### Create Cross-Channel Session

```bash
POST /api/v1/sessions/handoff
Content-Type: application/json
Authorization: Bearer {access_token}

{
  "source_session_id": "sess_web_123",
  "target_channel": "MOBILE_IOS",
  "context": {
    "current_flow": "PAYMENT",
    "transaction_draft_id": "draft_abc789"
  }
}
```

**Response:**
```json
{
  "handoff_token": "ho_xyz123",
  "expires_at": "2024-01-15T10:35:00Z",
  "target_channel": "MOBILE_IOS",
  "context_preserved": true
}
```

### Resume Session on New Channel

```bash
POST /api/v1/sessions/resume
Content-Type: application/json
Authorization: Bearer {access_token}

{
  "handoff_token": "ho_xyz123",
  "channel": "MOBILE_IOS",
  "device_id": "device_abc123"
}
```

**Response:**
```json
{
  "session_id": "sess_mobile_456",
  "customer_id": "cust_123456",
  "context": {
    "current_flow": "PAYMENT",
    "transaction_draft_id": "draft_abc789"
  },
  "handoff_complete": true
}
```

### Get Channel Activity

```bash
GET /api/v1/analytics/channels
Authorization: Bearer {access_token}
```

**Response:**
```json
{
  "channels": [
    {"channel": "WEB", "active_users": 1200, "transactions": 3500},
    {"channel": "MOBILE_IOS", "active_users": 2500, "transactions": 8200},
    {"channel": "MOBILE_ANDROID", "active_users": 1800, "transactions": 5100},
    {"channel": "API", "active_users": 150, "transactions": 25000}
  ],
  "cross_channel_journeys": 450
}
```

## Channel Types

| Channel | Description |
|---------|-------------|
| **WEB** | Browser-based access |
| **MOBILE_IOS** | iOS application |
| **MOBILE_ANDROID** | Android application |
| **API** | Direct API integration |
| **WEBHOOK** | Event notifications |

## Integration with Other Capabilities

| Capability | Integration |
|------------|-------------|
| **SCT04 - Payments** | Cross-channel payment flows |
| **SCT06 - Decision Support** | Channel analytics |
| **SCT11 - Compliance** | Channel-specific compliance |

## Related API Reference

<Card title="Session APIs" icon="arrows-rotate" href="/baas/api/integration/flows/individual-customer/session-management">
  View detailed session API specifications
</Card>

## Subscription Tier Availability

| Tier | Configuration Level |
|------|---------------------|
| Starter | Not included |
| Professional | Standard |
| Enterprise | Advanced |
| Custom | Configurable |