What is LiveChat Inquiry?
A Livechat inquiry is an internal data structure that controls the Omnichannel queue. The conversation state - ready, queued, or taken - is a state of the conversation in the queue, and data is stored in the inquiry collection. It won’t be helpful for the bot integration because the Omnichannel routing system will handle all stuff.
What is Omnichannel?
Omnichannel, previously known as Livechat, is a product that has expanded to include Whatsapp and Facebook Messenger and is set to interoperate with other technologies like Viber, WeChat, Blackberry, Apple Business Message, and RCS in the near future.