CRM & Lead Management

Capture, score, enrich, and follow up on every lead — all through conversation.

Overview

Every conversation with a potential customer is a lead. Every email enquiry, every form submission, every chat interaction. The problem isn't generating leads — it's keeping track of them, knowing which ones matter, and following up before they go cold.

Omniops captures all of this automatically. Leads are scored, enriched, and organised without you building spreadsheets or remembering to update a CRM. When something needs your attention, Omni tells you. When you want the full picture on a customer, you ask.

Everything is accessible through conversation — ask Omni a question, get an answer, take action.

Lead Capture

Every interaction with a potential customer is captured automatically:

  • Chat conversations — anyone who talks to your widget is logged with their details and the full conversation
  • Email enquiries — incoming emails classified as leads are captured and tracked
  • Form submissions — contact forms, quote requests, and product enquiries all feed in
  • Messaging channels — website chat conversations are captured today; WhatsApp, Instagram, and Messenger join this flow only after private-rollout readiness checks pass

You don't need to manually enter contacts or copy details from one system to another. If someone reaches out, they're in the system.

Lead Scoring

Not every enquiry is equal. A one-off question about opening hours is different from someone who keeps coming back with specific questions about a bulk order.

Omni scores each lead by how engaged they are, so you can see at a glance which ones deserve your time first. Scoring factors include:

  • How recently they've been in touch
  • How often they've reached out
  • Whether they're already a customer

This means your morning starts with clarity: here are the leads that matter most, follow up on these first.

Filling In the Details

When you build an outbound prospect campaign, prospects often come in with limited information. For those campaigns, Omni fills in the gaps:

  • Email finding — automated discovery for prospects missing contact details
  • Business details — company information is pulled where available

Enrichment runs in the background on your prospect campaigns. You don't need to trigger it or wait for it, the details are there when you look.

Contact Management

Google Contacts integration

Your contacts stay synchronised with Google Contacts. Read, update, and manage contacts through conversation:

  • "Show me Sarah Thompson's contact details"
  • "Add a note to James's contact: prefers morning appointments"
  • "Update ABC Ltd's phone number"

Customer detail

Every customer has a full timeline — a single view of everything that's happened:

  • Conversations across ready channels
  • Purchases and order history
  • Tasks and follow-ups
  • Notes you've added

No switching between tabs or systems. Ask Omni about a customer and get the complete picture.

Conversation Management

All conversations from ready channels are searchable, filterable, and actionable:

  • Search — find conversations by customer name, keyword, or date
  • Filter — by channel, status, or tone (positive, negative, neutral)
  • Bulk actions — archive, export, or tag multiple conversations at once
  • Export — download conversation data for your records

This is useful when you want to review what's been happening, spot patterns, or pull data for a specific period.

Tracking How Enquiries Become Sales

Understand how enquiries become customers:

  • Chat to cart — how many conversations lead to items being added
  • Cart to purchase — how many of those convert to completed sales
  • Conversion timing — how long each stage takes on average
  • Drop-off analysis — where people lose interest and why

This gives you a clear picture of what's working. If lots of people are chatting but few are buying, you know where to focus.

Follow-Up Alerts

Leads go cold quickly. Omni watches for unanswered enquiries and flags them:

  • Lead emails unanswered after 24 hours get a gentle alert
  • After 48 hours, the alert escalates
  • Draft replies are generated so you can review and send quickly

You set the pace. Omni makes sure nothing slips through the cracks.

How It All Comes Together

Behind every conversation with Omni are dozens of capabilities working together. When you ask "Show me this week's leads," Omni searches conversations, checks emails, scores each lead, and presents the results — all in a few seconds. You just ask the question.

Real Scenarios

  • It's Monday morning. You ask Omni, "Show me this week's leads." You get a prioritised list — highest-value enquiries at the top, with enriched details and the full conversation history for each.

  • A lead emailed on Friday afternoon and you missed it. Omni flagged it on Saturday, drafted a reply, and it's waiting for your approval on Monday morning.

  • You're preparing for a meeting with a long-standing client. You ask, "Show me everything on Thompson's E-Parts." You see their full history — orders, conversations, notes, and any open tasks.

  • End of the month, you want to know how things are going. "What's the conversion rate from chat to cart this month?" Omni gives you the numbers, compared to last month.

What You Can Ask Omni

  • "Show me this week's leads"
  • "Which leads haven't been followed up?"
  • "What's the conversion rate from chat to cart?"
  • "Export my customer list"
  • "Add a note to Sarah's contact"
  • "How many new leads came in this month compared to last?"
  • "Show me conversations from the website widget this week"
  • "Who are my highest-value leads right now?"
  • "Draft a follow-up for the lead from Riverside Bikes"
  • "What questions are leads asking most often?"