Customer Service

How the customer service system works for your website visitors.

Overview

Omni includes a customer-facing chat widget that supports your website visitors. The widget uses your business data to answer questions, help with orders, and suggest products.

How It Works

The customer service system is separate from the Omni business chat:

  • Customer widget — answers product questions, order inquiries, and support requests
  • Omni chat — your business management interface (never exposed to customers)

This separation ensures that business-only tools (like email, calendar, and internal documents) are never accessible to customers.

Capabilities

Product Information

The widget can answer questions about your products using your live catalogue data:

  • Product details, specifications, and pricing
  • Stock availability
  • Size guides and variations
  • Product comparisons

Order Support

Customers can check their order status:

  • Current order tracking
  • Delivery estimates
  • Return and refund policies

Helps customers find what they need

Based on browsing context and conversation, the widget can suggest relevant products and help customers find what they're looking for.

Answers in your customer's language

The widget detects the customer's language and responds accordingly. You don't need to set anything up.

Knowledge Base

The widget uses two sources of knowledge:

  1. Live data — real-time product and order information from your connected integrations
  2. Trained content — your website pages, FAQs, and any documents you've uploaded to the knowledge base

To train the widget on your content, go to Settings → Knowledge Base and add your website URL or upload documents.

Escalation

When the AI can't answer a question or a customer requests human help, the conversation is flagged for human review. You'll receive a notification and can take over the conversation.