General Questions

What is Omni?

Omni is your go-to for what your customers ask. It answers shoppers on your website from your own pages, products and policies, and passes anything that needs you to you.

Customers talk to Omni on your website, typed or out loud, in their own language. When something needs you, Omni passes it to you and you reply in the conversation.

There's no menu to learn, no buttons to find. You just say what you need.

How does Omni learn about my business?

When you connect your store, Omni can use your products and order status to give accurate, specific answers rather than generic ones.

Omni also learns from your website content, which means it can answer customer questions based on what you've actually published.

Is Omni suitable for my type of business?

Omni works well for product-led and ecommerce businesses:

• Online stores on Shopify: Omni answers shoppers on your website from your products, policies and order status. WooCommerce stores can connect too.

If you're not sure whether Omni covers your use case, the best way to find out is to connect your tools and start asking.

What can Omni actually do?

Here's a quick overview:

• Orders: check order status, answer returns questions from your policy
• Appointments: shoppers book, change and cancel appointments in your Google Calendar from the widget
• Email: draft replies in your Gmail when you ask, for you to review and send
• Stock and products: tell shoppers whether a size or variant is in stock, recommend and compare products
• Customer service: answer questions on your website today. WhatsApp, Instagram and Messenger are built but switched off for now

For the full list, see What You Can Ask Omni.

Does Omni work on mobile?

Yes. There's an iPhone app with Omni chat, your customer conversations and your tasks.

Whether you're on site, between meetings, or away from your desk, you can check in with Omni just as easily as you would from your computer.

What languages does Omni support?

The chat widget on your website answers in your customer's language, from your own products and policies.

Business chat with Omni is primarily in English.

How does setup work?

You sign up and connect your store. You don't need everything connected on day one.

Most people start with their store, have a quick conversation with Omni to make sure everything's working, and add more integrations as they go. There's no pressure to set everything up at once.

What does Omni cost?

Set-up on your own site is included. Founding places are priced at their number: place 1 pays £1 a month, place 2 pays £2, up to £500, locked while you stay subscribed. Once the 500 places are taken, direct subscriptions are £500 a month. Cancel any time. No lock-in, no surprises.

What can't Omni do?

Omni works best with the tools it's connected to. It can't make phone calls, physically post items, or access systems it isn't integrated with. It sometimes gets things wrong. When it does, correct it.

It's not magic: it needs the right access to do good work.