24/7 Enquiry Handling

Answer website customer questions around the clock using your own business content.

Overview

Your customers have questions outside office hours. They browse your website at 10pm and expect a prompt, helpful response. Omniops makes that possible without you being there.

A chat widget on your website answers customer questions using your actual business content. Not generic responses, not canned replies. Real answers drawn from your website, your products, and the knowledge you've built up. WhatsApp, Instagram, and Messenger use the same foundation once private-rollout setup and readiness checks pass.

What It Does

Answers from your content

The widget learns from your website automatically. When you connect your site, your pages are read, understood, and used to answer customer questions. No manual training needed to get started — though you can always add more content to fill gaps.

  • Product details, pricing, and availability
  • Opening hours, location, contact information
  • Service descriptions, FAQs, policies
  • Anything else published on your website

Website first, Meta channels when ready

The same knowledge and tone are designed to carry across connected channels, but only ready channels should be used with customers:

  • Website widget — embedded on your site and live today
  • WhatsApp — private-rollout and readiness-gated
  • Instagram — private-rollout and readiness-gated
  • Facebook Messenger — private-rollout and readiness-gated

40+ languages

Language detection is built in. If a customer writes in Spanish, they get a response in Spanish. No configuration needed.

Knowledge gap detection

When a question comes in that can't be answered well, it's flagged. You'll see what customers are asking about that your content doesn't cover, so you can fill the gaps. Over time, fewer questions go unanswered.

Customisation

Make the widget yours:

  • Colours — match your brand palette
  • Avatar — use your logo or a custom image
  • Welcome message — set the tone from the first interaction
  • Behaviour — configure when the widget appears and how it greets visitors

All of this is configurable from the dashboard, or just tell Omni what you'd like changed.

Real Scenarios

  • A customer asks about your opening hours at 11pm — the widget answers instantly from your website content
  • Someone asks about a product that's out of stock — live inventory is checked and they're told straight away
  • A visitor asks a question in French — the response comes back in French, naturally
  • After Meta channel readiness passes, a customer on Instagram can get the same accurate answer as someone on your website

Getting Started

Adding the widget to your website takes one step: copy a small snippet from your dashboard and paste it into your site. That's it — you're live.

The chat widget is added to your website by pasting a small snippet from your dashboard. You don't need to understand the code. If you use a website builder (WordPress, Squarespace, Wix), it goes in the custom code section. If you have a developer, they'll have it done in under a minute.

What You Can Ask Omni

  • "What questions couldn't the widget answer this week?"
  • "How many conversations did the widget handle yesterday?"
  • "Show me the knowledge gaps"
  • "Change the widget colour to match our brand"
  • "Turn off the widget on the checkout page"