Omnichannel Integration · Channel parity · Component
The deliberate differences
Capabilities intentionally absent from a channel — because complete parity is expensive and rarely worth having.
The deliverable
What it is
Some things belong in some channels. A complex configuration on a small screen or a sensitive conversation over chat serves nobody.
The distinction that matters is between absent by design and absent by accident, and only the first should survive a review.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The exclusions
What is deliberately not available.
3 attributes: Task and channel · Reason · Decided
LearnThe signposting
Whether the customer is told where to go instead.
3 attributes: Signposted · Directed to · Continuity preserved
LearnThe review
Whether the exclusion still makes sense.
3 attributes: Last reviewed · Reason still holds · Action
Learn
A capability absent without direction is a dead end. Absent with an alternative it is a routing decision.