Messaging Channels

One consistent experience for your customers across every messaging channel, managed from one place.

Overview

Your customers are spread across different channels. Some prefer WhatsApp. Others use Instagram. Some will only ever use the chat widget on your website. Omniops brings all of these conversations into one place, with the same knowledge, the same tone, and the same capabilities — regardless of where the message comes from.

Supported Channels

Website widget

The chat widget embeds directly on your website. Customers get immediate answers to product, policy, and order questions without leaving your site.

Setting it up takes minutes. Copy the embed code from your dashboard, paste it into your site, and it's live.

WhatsApp Business

Customers message your business number on WhatsApp and get a prompt, helpful response. It works exactly like a conversation with a real person — because Omni knows your business as well as you do.

WhatsApp is particularly popular with customers who want a quick answer without visiting your website.

Instagram Direct

DMs on your business Instagram account are answered automatically. Product questions, availability checks, and support requests are handled the same way as every other channel.

Facebook Messenger

Messages sent to your Facebook page are picked up and responded to. If your business has an active Facebook presence, this means enquiries through Messenger don't sit unanswered.

One Dashboard

Every conversation from every channel appears in a single view. You can:

  • See all active conversations across channels
  • Filter by channel, status, or customer
  • Pick up where any conversation left off
  • Search across all channels at once

No switching between apps. No checking five different inboxes. One place for everything.

Consistent Experience

The key benefit of connecting multiple channels is consistency. Your customers get:

  • The same accurate information, whether they're on WhatsApp or your website
  • The same tone and personality across every channel
  • The same capabilities — order status, product information, and support guidance — everywhere

If you update your business hours on your website, a customer asking on Instagram gets the updated answer immediately. There's no lag, no "we'll check and get back to you."

iOS App

Manage everything from your phone with the Omniops iOS app:

  • Full Omni chat — the same conversation interface, in your pocket
  • Conversations — browse and respond to customer conversations from any channel
  • Weekly briefings — business performance summaries delivered to your phone
  • Voice input — speak instead of typing
  • Photo attachments — share images directly in conversation

The app is designed for business owners who are out and about — checking orders, responding to urgent enquiries, or reviewing the day's activity on the way home.

Personalisation

Make Omni feel like part of your team:

  • Themes — choose a visual style that suits you
  • Text sizes — adjust for readability
  • Custom agent name — rename Omni to something that fits your brand (your customers see whatever name you choose)

Real Scenarios

  • A customer messages on WhatsApp at 10pm asking whether an item is available in their size. They get the same stock-aware answer they'd get on your website at 2pm.

  • You're on a job site and get a notification on the iOS app about a high-value lead. You read the conversation, add a note, and tell Omni to draft a follow-up for when you're back at your desk.

  • It's the end of the week. You open the app and check your weekly briefing — new leads, revenue, orders, and any conversations that still need attention.

What You Can Ask Omni

  • "Show me all conversations from this week"
  • "Any unanswered messages on WhatsApp?"
  • "How many enquiries came through Instagram this month?"
  • "Which channels are generating the most leads?"
  • "Change Omni's name to 'Alex' for customer-facing channels"