Modalities are configured channels of communication that Nimbus allows and tracks for Reporting purposes. When a modality is disabled, Nimbus services or users cannot be contacted via this method. Once enabled, a modality allows either website-direct3 and / or service-based Task Queue and Distribution to service team users1 via the following channels:
| Audio/Video3 | Enables the user to handle Audio/Video tasks from services or directly.💡Enabled per default, cannot be unassigned. |
| Instant Messaging2,3 | Enables the user to handle Instant Messaging tasks from services or directly. |
| External Task2 | Enables the user to handle External Tasks from services. |
| Email2 | Enables the user to handle Email tasks from services. |
1 Modalities can be toggled on/off individually per user account, effectively enabling or preventing task handling within that channel.
2 Requires a Contact Center license on the service. Modalities and related workflows are configured individually per Modality Service Settings.
3 When using Nimbus Interact, direct company-website-to-user interaction is supported. This bypasses a service queue. Learn more by visiting our Use Case - Setting Up Interact.