Messaging Channels

One consistent customer messaging foundation, with website chat live and Meta channels readiness-gated.

Overview

Your customers are spread across different channels. The website chat widget is live today. WhatsApp, Instagram, and Messenger are built on the same messaging foundation, but they remain private-rollout and readiness-gated until Meta setup and channel proof pass for your account.

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

WhatsApp Business is private-rollout and readiness-gated. Customers should not be directed to this channel until Meta setup, webhook verification, a connected account, an approved template, and live delivery proof pass.

Once ready, WhatsApp uses the same business knowledge as your website widget.

Instagram Direct

Instagram Direct is private-rollout and gated on Meta setup and readiness checks. Once ready, product questions, availability checks, and support requests use the same foundation as the website widget.

Facebook Messenger

Facebook Messenger is private-rollout and gated on Meta setup and readiness checks. Once ready, Facebook Page messages can appear alongside your other customer conversations.

One Dashboard

Every conversation from ready channels 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 ready channels at once

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

Consistent Experience

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

  • The same accurate information on each enabled channel
  • The same tone and personality across ready channels
  • The same capabilities — order status, product information, and support guidance — wherever the channel is proved ready

If you update your business hours, the website widget uses that answer immediately. Meta channels follow the same pattern once readiness has passed.

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 asks on the website at 10pm whether an item is available in their size. They get a stock-aware answer without waiting for the morning.

  • 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 website chat messages?"
  • "Which ready channels are generating the most leads?"
  • "Which channels are generating the most leads?"
  • "Change Omni's name to 'Alex' for customer-facing channels"