> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/platform-basics/images-and-media.md).

# Channels

Understand the main communication channels and work handled in Liberty.

## Channels and work types

Liberty supports the core workflows answering services need to manage voice and digital interactions in one platform.

The exact mix depends on how your operation is configured.

### Voice

Voice workflows include inbound handling, outbound activity, transfers, voicemail behavior, and related call treatment.

See [Voice](/docs/portals-and-app/admin-portal/voice.md) and [Agent Portal voice workflows](/docs/portals-and-app/agent-portal/voice.md).

### Messages

Message workflows cover intake, message creation, dispatching, delivery behavior, acknowledgements, and client review.

See [Messaging and FAQs](/docs/portals-and-app/admin-portal/messaging-and-faqs.md) and [Messages, dispatching, and SMS replies](/docs/portals-and-app/agent-portal/messages-and-dispatching.md).

### Live chat

Liberty can support live chat and related omnichannel workflows where enabled.

See [Omnichannel](/docs/portals-and-app/admin-portal/omnichannel.md) and [Agent Portal omnichannel workflows](/docs/portals-and-app/agent-portal/omnichannel.md).

### Two-Way SMS

SMS can be part of both client communication and agent workflow, depending on account configuration.

Review the omnichannel and message workflow pages for setup and handling details.

### To Dos

Some teams use To Dos to track follow-up work and task completion in the Agent Portal.

See [To Dos](/docs/portals-and-app/agent-portal/to-dos.md).

### Recalls

Some teams use recalls to track follow-up work and task completion in the Agent Portal.

See [Dashboard and queue](/docs/portals-and-app/agent-portal/dashboard-and-queue.md).

{% hint style="info" %}
Not every deployment uses every channel. Start with the channels enabled for your operation.
{% endhint %}


---

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