Welcome to Omni24! Whether your customers reach out via chat, email, phone or social media, you'll be ready to help them from anywhere. It is a command center for creating amazing customer experiences. Let's take a tour of what makes Omni24 necessary for your team.​Benefits Of Omni24Provide support across channels - Solve customer support tickets via web, email, phone, SMS, and social media— all in one place.Enhance productivity - Use workflows, automation and AI to route your tickets to the right agentBoost customer satisfaction - Assist customers with online tickets by using better intel and less manual workQuick Note: Omni24 homepage is our overview dashboard; it is your starting point to see everything that matters at a glance.​​Omni24 DashboardInflow By ChannelsSee exactly from which channels your customers are coming from. It shows you what brings you the most conversations, so you know where to focus your team's efforts and resources.NPS ScoreCustomer satisfaction is the most important metric for any business! Ask customers, "How likely are you to recommend us?" and track their responses to analyze how loyal and satisfied your customers areOnline VisitorsAnalyze how many people are browsing your website right now through desktop and mobile, perfect for knowing the peak time for incoming chats.​All Conversations​All ConversationsThis is where you analyze the total number of customer chats. Track all new, open and solved customer conversations to keep everything organized and easy to track.Survey ResponseThe cumulative count of customer feedback submissions received through surveys across a specified timeframe. It helps identify customer engagement, response patterns and gauge survey effectiveness.Note: you can create three different types of surveys, Email, Web and In-App, learn more about each in detailKnowledge Base SearchDiscover what customers are looking for in your help center. See which topics are more searched and where people get stuck to make your self-service even better.Important: Knowledge base search depends on the number of articles searched by visitors​​UsersShows the list of users based on customer conversations assigned to them. It helps in workload balancing and the ability to identify training needs through conversation-specific data.Ready to dive in and make Omni24 work perfectly for your team? Let's set upHow To get Started With Omni24: Take your first steps with Omni24 and explore all essentialsSetup Your Team: Add colleagues and get everyone working together seamlessly​

Once you log in to Omni24 for the first time, you will be redirected to the Product Tour, where you will be provided with a product tour and user guide to help you familiarize yourself with everything about the platform.Note: if you have missed it during the onboarding process or want to go through it again, you can start it by clicking on Getting Started from My Profile. Click on Take Tour Take a Tour “Take a Tour" is a guided walk-through feature that introduces Omni24’s key functionalities to new users. It demonstrates the platform's tools, interface, and features through step-by-step onboarding to help users understand how to effectively use them.Customer Support InboxCentralized inbox that consolidates customer inquiries from multiple channels like email, live chat, and social media. It enables agents to manage, prioritize and respond to all customer conversations from a single unified interface.Knowledge BaseCentralized repository for creating, organizing, and sharing help articles, FAQs and documentation. The help center reduces support tickets while providing customers with self-service capability with instant answers to common questions.Workflow Automation​Automatically handle repetitive customer service tasks like ticket routing, follow-ups and status updates, so your team can focus on building meaningful relationships instead of manual busywork.Team Productivity and Customer Insightcomprehensive feature that combines agent performance monitoring KPIs with customer interaction analytics, enabling businesses to optimize workflow efficiency while gathering actionable data to improve service quality and customer satisfaction.Help Desk & TicketingTurn customer issues into organized tickets that never get lost. Track problems from start to finish, assign them to the right team members, and keep everyone updated automatically.Social Media EngagementRespond to customers' conversations across Facebook, Twitter and Instagram from one unified dashboard. Never miss a mention, comment, or message that could turn into loyal customers.Campaign Management​Create and send personalized email, SMS, and messenger campaigns that actually connect with your customers. Track opens, clicks, and responses to see what works and improve your outreach results.User GuideComplete all 6 Steps to set up your account and get started with the Omni24.It covers:Email Inbox Setup - Configure your support email addresses from settings to receive and manage customer inquiries directly within the inbox.Knowledge Base Setup - Create a searchable library of answers, guides and FAQs that customers can access, reducing support tickets.Invite Team - Add members with custom roles and permissions, so everyone can collaborate while maintaining the right level of access.​​Generate Ticket - Create a test support ticket to ensure your workflow and automation rules are functioning correctly.​​Integrate Widget - Install the chat widget code snippet into your website's HTML to enable live chat functionality.​​Connect Facebook Messenger - Link your Facebook page to manage Messenger conversations directly.Ready to transform your customer experience? Here's what you can do next!Invite Team Members: Bring your team on board and start collaborating

The Customer List in Omni24 is your central hub for managing all contacts and activities . lets guide you to navigate, customize and organize your contact database effectively to enhance team collaboration and customer service.Contact List DashboardIt is the centralized view of all your customer contacts with quick access to profiles, filtering options and bulk actions. The user-friendly interface allows you to manage all contact information efficiently while maintaining organized communication records.​Filtering ContactsUse filters to narrow down your contact list and find specific segments efficiently. You can organize contacts based on various criteria for targeted interaction and analysis.​Available Filter Options​Assignee: ​Filter contacts by the members who are responsible for managing the relationship.​Tag: list out contacts based on tags assigned for a categorized organization.Company: View all contacts associated with a specific business or organization.Country: Filter customers by their geographical location for regional targeting and specific communicationFavourite: Access your marked priority contacts for easy reference and follow-up.Import and Export OptionsThe import feature allows you to upload a contact list in bulk from CSV or Excel files, which saves significant time when migrating or adding multiple contacts. It ensures that your contact database is always up-to-date.​Note: To know in detail how to import and export contacts, access here.The export function enables you to download the complete contact list in CSV format for reporting, backup, or analysis purposes. This ensures you always have access to your data outside the platform when needed.Bulk Delete OptionBulk delete is essential for maintaining a clean and relevant contact list by removing outdated entries efficiently. It saves time compared to deleting contacts individually to help you maintain data cleanliness.To perform a bulk delete, select multiple contacts using the checkboxes on the left side of each contact rowClick the delete icon that appears in the action bar. Create ContactThe Create Contact feature enables you to manually add new contact profiles, along with their associated information, ensuring that your team can access them for personalized interactions. It is beneficial when customers reach out through offline channels or when you need to add prospects to your database.How to Create a New ContactStep 1: Click on the Create Contact from the main dashboard menu.Step 2: Fill in the contact details in the form that appears:First Name: Enter the contact name for personalized communication and primary identification.Last Name: Add the customer's surname to complete their full identification.Email: Provide the customer's primary email for digital communication.Phone No.: Enter the contact number for SMS communication when urgent support needs.Company Name: Specify the business the contact is associated with represents for relationship mapping.Company Country: Select the nation where the customer's company is based for regional insights.Company Domain: Add the company's website domain to the additional business context.Tag: Assign relevant tags to categorize contacts for filtering and segmented communication.Add Note: Include any important observations for team reference and context.Click the Create button to save the new contact profile.Edit Contact ProfileJust head to CRM > All Contacts List and click on any customer's name to start customizing their profile.Profile Fields you can edit are:First Name: Primary identifier that captures the customer's given name for personalized interactions.Last Name: Records the customer's surname or family name for complete identification.Company: Documents the business or organization where the customer is employed or affiliated.Job Title: Understanding their role helps you speak their language.Email: Their main contact point for updates and follow-ups.Phone: Direct line for urgent matters or SMS updates.Website: Get context about their business or personal projects.Address: Helpful for location-specific support or shipping questionsCountry: Identifies the nation where the customer is based for regional support and localization.Locality: Specifies the customer's city or local area for targeted service delivery and support.Add Tags To Contact ProfileYou can add tags to any of the customer profiles so that it will be easier for you to find a customer under defined tags by using filters. Navigate to CRM from the main menu and click on a profile you want to add a tag.Click on the tag icon on the right-hand side of the customer profile​​A list with all tags will appear. You can select the tag that you want to assign to the profile. To know how to create and manage tags. Click here Add Notes to Contact ProfileNotes are a very important field as they help to add general notes to ensure communication details are documented and easily accessible to all team members.To add Notes, type your text under the notes section within a customer profile​Once done, click Enter. You can view all notes added within a customer profile in one place to have a clear context

Managing your billing and subscription settings is essential for maintaining uninterrupted access to Omni24. The detailed guide will walk you through payment methods and features of our subscription plans. Setting up initial billing or modifying existing plans gets easier with the step-by-step instructions to ensure seamless service continuity.Subscription Plan DetailsNavigate to Settings > Billing section > My Plan. You can choose any of the four plans on a monthly or yearly basis. Note: Omni24 also offers a 14-day free trial for first-time usersStandard Plan Perfect starter plan for small teams that need to manage basic customer interactions with essential features and limited inbox capacity for small growing businesses.Features:3 Inboxes: handling customer queries across channelsKnowledge Base: Create helpful self-service content  Customer Profile: Track individual customer informationUnlimited Conversations: No limits on customer interactionsUnlimited Contacts: a unified place to store all customer contactsBusiness Hours: Set customer support availabilityAPI & Integrations: allow the specific role to connect Omni24 with existing toolsProfessional Plan  Enhanced plan with advanced automation and workflow capabilities designed for mid-sized businesses requiring customer engagement tools with extended features. Features:All Standard features: include features of all standard plans10 Inboxes: Efficiently manage more communication channelsAdvanced Workflows: Automate complex customer service processesChat & Email Campaigns: more engagement with targeted marketing communicationsSLA Management: Track and maintain service agreementsAudit Logs: Monitor all system activities Customer Lists: Customer segmentation for targeted outreach3 Years History - Extended conversation record accessUltimate PlanEnhanced plan for large teams requiring extensive customer experience management and predictive capabilities with advanced analytics and unlimited capacity.All professional features: include features of all professional plans25 Inboxes: Support high-volume multi-channel communicationsIntegrated Meeting: Seamless meeting scheduling with customersSales Tracker: Monitor sales performance and opportunitiesStaffing Prediction: Forecast agent requirements using analyticsSMS Campaigns: engage with text messagingTime Tracking: Monitor agent productivity efficiently AI-based Article Suggestions: Smart knowledge base content recommendations​Enterprise PlanPremium enterprise solution offering unlimited resources and dedicated support ideal for large organizations requiring maximum customization and advanced management capabilities.Features:​All Ultimate features: include features of all ultimate plansUnlimited Inboxes: Handle massive communication volume effortlessly5 Integrated Meetings: Multiple meeting scheduling options availableCustom Roles & Permissions: Tailored access control systemKnowledge Base Version Control: Manage help center content revisionsCustom Contact Fields:Capture specific customer dataCustom Solution Development: Build specialized feature requirementsUnlimited History: Complete conversation record retentionHow to Subscribe to a Plan​Step 1:​Select a plan that we would like to subscribe to.Choose the number of agents you want to add.Once done, click on next.​Note: You can upgrade and downgrade your plan at any time ​Step 2:Enter your billing details and card information. Once done, click on proceed to checkout.The fields required to be entered are:Billing Information:AddressCity StateCountryPostal codeCard Information:Card number: 16-digit credit/debit card number for payment processingExpiry date: Card's expiration date in MM/YY formatStep 3:A pop-up appears to confirm the payable amount. Click on Pay Now to successfully subscribe to an Omni24 plan.Note: You can upgrade your plan anytimeOnce you choose the plan, select the number of additional agents you want to add and pay from your card.

With Omni24, you can easily organize your customer service team by adding users, assigning roles and creating focused teams. Streamline collaboration and ensure proper access levels to deliver exceptional customer experiences. Lets explore the process in detailSetup and Manage User AccountsUsers are generally your organization’s members for great customer service! As an owner or admin, you can easily bring your team members into Omni24 to achieve customer satisfaction. This guide will walk you through adding and managing your team members so everyone can work together seamlessly.Add New User AccountReady to grow your support team? Your team members will be the ones chatting with customers, solving problems, and creating those amazing experiences that keep people coming back. Here's how to get them set up in Omni24. It's easier than you think!Step 1: Head over to Settings > My Organization > Users > Add, you will find it right in your main menu.​Step 2: Fill in your teammate's details and hit CreateYou're almost there! Here's what you'll need:First name - What should you call them?.Last Name - Their full name helps keep things organized.Phone no - Phone no. of new user along with country code.Email - Where they'll receive their welcome invitation.Inbox - Choose which customer conversations they'll handleRole - Set their permissions based on what they'll be doingNote: You can add customer roles other than the predefined roles. Click Here to know detailed about Roles and PermissionsImportant: After you send the invitation, you'll see "Pending" next to their name; that's normal! Once they click the invitation link in their email, that status disappears.Change the Role Of Existing UserNeed to promote someone or adjust their responsibilities? No problem! Just go to Settings > My Organization > Users, click on your team member's name, and update their role. It's that simple!​Quick Note: Only admins and owners can make these changes to keep the team secure and organized.Delete A User's AccountWhen you need to remove someone's access, just go to: Settings > My Organization > Users and click the trash icon next to their name.​A pop-up will appear for the confirmation of deleting the User Account. Click on DeleteCreate and Manage Teams in Omni24Creating teams in Omni24 is like building departments that work together! Whether you have a sales team, technical support crew or billing specialists, we will help you set up teams that really operate.​Benefits of Setting Up Your TeamStreamlined Collaboration - Multiple agents can collaborate seamlessly, sharing information and efficiently handling customer inquiries through a unified platform.Role-Based Access Control - Protect sensitive information and maintain security by assigning specific permissions and access levels to different team members based on their roles.Workload Distribution - Automatically distribute incoming chats and tickets among team members based on availability, skills, and department assignments to prevent agent burnout.Create A TeamStep 1: Let's build your first team! Navigate over to Settings > My Organization > Teams > Add Team.Step 2: A new page appears as Add Team. Enter all the details required to create a team​​​Here's how you'll set up:Team Name - Something clear and concise, like "Technical Support" or "Sales Team"Team Members - Add the agents who belong in this teamDescription - A quick note about the team to help everyone stay clearNote: The team name you can enter up to a limit of 20 characters, and for description, a maximum of 200 charactersHit Create and you're all set!Edit Existing Team Step 1: Need to make changes in your existing team? Navigate to Settings > My Organization > TeamsStep 2: Click on the team you want to update​Step 3: Make your changes, and hit UpdateRemove A Team Sometimes teams change or merge within your organization. When you need to delete one,Go to Settings > My Organization > Teams and click the dustbin icon next to the team name that you want to remove​​A confirmation pop-up will appear. Click on Delete to permanently remove it.What's Next?Now that your teams are organized, let's get the right agent in the right team and make sure your customer information works exactly it is needed Customer List: Capture the details that help your team shine​Learn more about role and Permissions: Fine-tune roles and responsibilities of each team member.​​​​

Setting up the right roles is all about giving your team exactly what they need to work. Omni24 helps in creating roles that match how your organization operates.Navigate to the Roles and permissions section by:Clicking on the settings option from the dashboard menuUnder My organization, click on Role. You can access all default roles and create your ownAccount Owner:Has complete access and control over all platform features, settings, and configurationsCan manage billing, subscriptions, and account-level changesCreates and manages other user roles, including administrators and agentsAdmin:Has access to configure system settings and integrationsCan view and manage reports, analytics, and performance metricsCreates and manages agent accounts and their permissionsAgent:Can handle live chat conversations and respond to customer inquiriesAccess to view and use assigned canned messages and knowledge base articlesCan maintain their chat profile and availability statusGood to know: These three core roles are permanent fixtures; you can't delete them, but you can absolutely create new custom roles that fit your unique needs!Add a New RoleReady to build a role that fits your team perfectly? Navigate to Settings > Roles > Add to add new roles with permissionsGive your new role a clear name and description, then pick from these permission categoriesConversation PowersCreate tickets - enable starting a new support ticket Update conversations - permission to edit chat details and responsesDelete conversations - can be able to remove chats permanentlyMove conversations - permission to transfer chats between foldersKnowledge ManagementManage articles - permission to create and edit help center contentManage categories -The right to organize your knowledge base structureCustomize docs - the right Update email template and formattingDocs reports - permission to access the help content reportAssets:Manage Assets: Rights to add, edit, and organize company assetsManage Custom field: Ability to create and modify custom fields for asset managementImport Assets: Permission to bulk upload asset informationExport Assets: Authority to download asset data from the systemTask:Manage Task: Rights to create, assign, and modify support tasksManage Task Template: Ability to create and edit task templatesManage Task Automata: Permission to set up automated task workflowsReports:Inbox report: Access to view and analyze inbox performance metricsTask Report: Ability to generate reports on task completion and efficiencyAssets report: Permission to view asset utilization and management reportsExport report: Authority to download various system reportsChannels:Manage Emails: Rights to configure email settings and integrationsManage Support Widget: Ability to customize and deploy support widgetsManage Facebook: Permission to integrate and manage Facebook messagingRemember: Whatever permissions you choose apply to everyone assigned with that role, so think about what each team needsDelete a RoleNeed to remove a role from the list? Here's how to remove custom roles you no longer need:Go to Settings > Roles. Find the role you want to remove Click the delete button next to itWhat's Next?Let's set up the spaces where your team will do their best work.Everything about team inbox: Master your team inbox Create your knowledge Base: Create helpful resources for customers and agents​

Omni24 makes it easy to move your customer data around! Whether you are doing a backup of your contact list or bringing in contacts from another system, our export and import features can handle it efficiently. Note: Everything works with simple CSV files, so you don't need to be a tech wizard to get it done.Export Customer ListNeed your customer data outside of Omni24? We have got you covered with a complete guide for exporting all your contact details, conversation history and custom fields.Step 1:Navigate to CRM > All Contacts > Settings icon > Export. Click on Export.​Step 2:Your CSV file downloads automatically to your device; it's that simple!​​Import Customer ListMoving from another platform or having a spreadsheet full of contacts? Upload them all at once and get your customer database up to date in minutes.Step 1:To import the customer list navigate to CRM > All Contacts > Click on Settings Icon. Choose Import from the list​Step 2:The Import CSV window appears. Upload your CSV file and click Import. You will find all contacts have been uploaded in our system​​What's Next?Now that your customer data is exactly where you need it, let's make your conversations even more organized and personalizedCreate and Manage Tags: Label and sort your conversations with tags for better workflow

​​How can I Monitor My Usage During the Trial Period?Track your consumption effectively through our advanced analytics dashboard that provides real-time insights into your trial usage. We highly recommend booking a personalized demonstration session with our support team, where we'll walk you through the dashboard features and analyze your live usage data for better decision-making.What is the Trial Duration? Can It be Extended?Your trial period lasts 14 days, which gives you ample time to explore Omni24's functionalities. Need additional time to fully evaluate our platform? Simply reach out to our team through email to discuss extending your trial period and ensuring you have sufficient time for evaluation.Which Plan Will I Get During the Trial?Experience the complete power of Omni24 during your trial period with full access to all available features and functionalities. The access ensures you can thoroughly evaluate our platform and make an informed decision about which subscription plan best suits your business before committing.What Happens to My Data If I Do Not Continue Post-Trial?Please note that your data will be permanently deleted if the trial period is not converted to a paid subscription. To protect your valuable information, we recommend not using production data during trials.How Can I Share My Feedback?We genuinely value your input and feedback in any form! Share your thoughts, suggestions by emailing support@omni24.io. We encourage you to consider extending your trial period so you can understand how we actively implement your feedback.Does the Payment Have to be Upfront or Can We Pay in 30/60/90 Days?We require upfront payment for all subscriptions to maintain service continuity. We are fully committed to ensuring you are completely comfortable with Omni24's functionality before you decide to subscribe.When Does the Upgrade Charges Start?Upgrade charges will commence with your next monthly billing cycle, considering our standard monthly payment schedule. It gives you appreciate time to explore the enhanced features of the upgraded plan while maintaining transparent billing that aligns seamlessly with your payment.Who Can I Contact if I Have an Urgent Query?Any urgent matters regarding billing and payment requiring immediate attention, please email payments@omni24.io or the support team directly. Our team is always available to help you ensure your concerns are addressed quickly and effectively to minimize any disruption.Can you Downgrade to a Lower Plan?Downgrading to a lower-tier plan is available and can be arranged through a discussion with our payment team via email payments@omni24.io. Connect to discuss your current requirements and they will guide you through the process so that you find the most suitable plan aligning with your business.Are There Any Costs in Upgrading/Downgrading?Upgrading your plan is completely free with no additional charges applied. Although before downgrading, we strongly recommend having a discussion with our payment team to ensure a smooth transition and confirm that new plan continues to meet all your business needs.