Unify social messaging, customer profiles and store teams with AI agents, campaign flows and sales attribution. Omnichat connects marketing, sales and support across WhatsApp and other channels.
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Omnichat is an AI-powered omnichannel CRM connecting WhatsApp, Instagram, Facebook Messenger, LINE, WeChat and website live chat for marketing, sales and support.
The application is developed and owned by Omnichat Limited, identified in its v.202604 terms.
Omni AI offers service, shopping, marketing, loyalty, booking and custom agents. Vendor-described functions include product recommendations and purchase links, bookings that collect preferences and confirm team schedules, and Studio agents configured with business documents, FAQs and brand tone.
OmniClaw analyzes existing campaign, customer, sales and service data inside Omnichat. Service metrics include conversation volume, response times, missed chats and WhatsApp message usage; it also creates broadcast drafts for review, including service announcements and follow-ups.
OmniClaw follows existing user permissions, limiting responses to information that the requesting team member is authorized to access.
Omni AI Message Flow derives brand voice, style and value propositions from a website or reference URL. A campaign objective generates conditional logic, copy, flows, visuals and targeting parameters, with visual refinement inside the platform.
The AI panel inside Message Flow Builder creates, edits and deletes cards from natural-language instructions, using a selected card as context. Generated cards remain manually editable. AI Agent, third-party Agent, Call an API, OmniLink, auto-assign, WhatsApp Flow and abandoned-cart cards still require manual configuration rather than AI generation.
Media Gallery accepts PNG, JPEG, GIF and WebP uploads, resized to 1040px width with proportional height. It supports full-image or selected-region editing and reference images. AI edits create versions; rollback creates another version without deleting earlier history.
In the AI flow editor, uploaded or generated images normalize to 1040px width at JPEG quality 90; only image/* MIME types are accepted.
Social CDP combines chat, social, website and e-commerce identities, behavior and transactions into customer profiles. Triggers include checkout, membership changes, browsing and spending thresholds; segments use behavior, status, custom attributes and engagement. Open API and Webhooks connect external systems.
Customer journeys combine triggers, segmentation filters, message nodes and delays, with automatic tag additions or removals. Journey and node reports include message activity, orders and revenue.
Broadcast supports WhatsApp, Facebook Messenger and LINE. Filters include tags, subscription time, last interaction, last purchase and assigned store or staff. Scheduled sends and delivery, open, click and purchase-conversion reports support campaign management.
The WhatsApp CRM binds customers to stores or associates through OMO QR codes, links or chatbots. Product referral links track clicks and orders, with staff attribution for online customer orders. Web, iOS and Android access supports sales conversations and referral-performance checks.
The documented setup connects knowledge documents, Agent Studio and a Chatbot 2.0 service flow. Its online-shop example handles order, return and refund questions through a keyword-triggered text card and AI Agent button.
The example moves from Open - Chatbot to Open - AI Chat, then Open - Live chat on human transfer. An out-of-scope question or request for a person connects to the Live chat card. Agent settings define responses; the surrounding flow defines entry and handoff.
A vendor-published Watsons case describes WhatsApp bookings with pharmacists and dietitians, plus store-receipt QR codes that connect offline shoppers to online contacts. The case concerns booking and customer continuity, not AI clinical advice.
Abandoned-cart reminders carry product details and images through WhatsApp, Messenger or LINE. Timing, frequency and do-not-disturb deferral are configurable. Reports include messages sent, click-through rate, orders, revenue, conversion and ROAS.
Loyalty rewards cover online and in-store purchases and actions such as forms, events or campaigns. Points redeem for coupons; a WhatsApp member card displays tier, points and rewards, with a points transaction history.
Salesforce scenarios include membership-tier VIP broadcasts, birthday discounts from customer records, and welcome messages or games when a new contact is created. They depend on the relevant customer data and integration.
OMO permissions let sales staff see bound customer messages and managers see their team's conversations. The OMO-specific offering has no free trial, separately from the general registration trial.
An iOS and Android in-app live-chat plugin supports live chat, keyword auto-reply and switching from chatbot to human service. App messages join website, WhatsApp, Facebook, Instagram, LINE and WeChat conversations in the centralized workspace.
TikTok advertising links direct traffic to WhatsApp, LINE, Messenger and other messaging apps for chatbot, shopping and remarketing interactions. This documents an advertising-to-chat route rather than identical native messaging on every channel.
Coexistence keeps the WhatsApp Business App alongside Omnichat's Cloud API connection. It does not import prior chat history; synchronization starts after onboarding. The forward-sync choice cannot simply be changed later: enabling it afterward requires disconnecting and reconnecting.
Coexistence broadcasts and automation use Omnichat's API flow; individual Business App chats remain available. API message charges apply, some views can be read-only, and group chats stay in the Business App rather than being managed or automated through this connection.
The published Coexistence exclusions cover Australia, Japan, Nigeria, the Philippines, Russia, South Korea, South Africa, Turkey, the United Kingdom, the European Union and the European Economic Area. This limits the connection mode, not the entire platform.
All four public tiers use quotes rather than fixed subscription prices. The listed structure is:
| Plan | Listed contacts | Listed users | Main additions |
|---|---|---|---|
| Basic | 10,000 | 3 | Channel integration, chatbot, broadcasts, product referral, website chat and keyword/post auto-replies |
| Pro | 25,000 | 3 | Basic plus e-commerce member/cart/purchase data, cart recovery, conversion reports and tag management |
| Enterprise | 100,000 | 10 | Pro plus priority support, custom website-chat logo and campaign analysis |
| Customisation | Unlimited | Unlimited | Enterprise plus third-party API integration, OMO sales, Social CDP and custom features |
Cost varies with effective contacts and users. Enterprise marks coupons, games, WhatsApp Catalog & Payment and Customer Journey as add-ons; Pro marks customer surveys as an add-on.
General pricing offers a 14-day registration trial, annual subscriptions only and additional user seats by arrangement. Paid users receive free onboarding, including WhatsApp API application and Facebook business-verification guidance. Further training and support depend on the plan; OMO has its separate no-trial condition.
Plan fees exclude WhatsApp Business API and LINE API usage and message fees. Sales Agent uses Resolution billing like Service Agent. Syncing Product Feed into Knowledge Base consumes no Credits and adds no charges; agent replies remain separately billed.
AI Usage Report has a Credit/Resolution filter, trends and CSV export. Its tab is visible to prepaid teams; postpaid teams with monthly billing do not see it.
General terms make paid fees non-refundable and allow price changes or new charges after email or website notice, with continued use constituting acceptance. The public plan structure gives no fixed AI price or numerical AI allowance.
Knowledge Base accepts only .csv, .doc, .docx and .pdf, up to 20MB, and reads plain text without document-image recognition. Same-name files, including extension, replace existing documents and automatically update attached agents. An in-use document cannot be deleted until the dependency is changed.
Service Agent provides text-only Q&A from uploaded documents. Sales Agent uses product carousel cards and daily Product Feed synchronization. Its text-relevance search may not cover a large catalog fully in one search, and recommendations can vary.
AI product-card conversion tracking is unsupported, separately from general referrals and staff attribution. Product carousels belong to Sales Agent, not Service Agent.
Unsupported AI Agent placements include Customer Journey message nodes, Saved Replies, Conditional Reply, User Input and Call an API cards, and Facebook/Instagram private comment replies.
An OMO-bound conversation must be closed out of My Cases - Progress before AI can trigger. Typed keywords do not trigger Keyword Auto-reply during AI Chat; QR/link-triggered flows and clicked cards are exceptions. The former route states LINE LIFF and send-without-manual-input prerequisites.
Builder AI history is server-stored and private to the logged-in user. It has no search or export; deletion is permanent and sent messages cannot be edited or deleted. Automatic context summarization can lose early details.
Optional AI may disclose relevant data to third-party AI providers solely to process requests. Those providers are prohibited from training public models on the data by default; this is not a blanket ban on internal service-improvement uses.
Your Content stays yours, with a nonexclusive, worldwide, royalty-free, perpetual, irrevocable, sublicensable and transferable service-provision license to Omnichat. Terms also allow internal improvement and anonymized aggregate marketing/improvement; personally identifiable information sharing follows the privacy policy.
Customers warrant required privacy notices, lawful collection/use/disclosure, and end-user notifications, consents and authorizations for service-provider disclosure. Infringing others' rights and impersonation are prohibited.
Depending on the service, collected data may include identity/contact/membership, device/location/IP, browsing/click activity, purchase/payment, feedback and fraud-related information. Purposes include service delivery, customization, analytics, improvement and research into other services.
Policy lists AWS/MongoDB processing or hosting in Singapore and Hong Kong, affiliates in Hong Kong/Taiwan, and US payment and customer-relationship providers. Distributed personnel may access data abroad; safeguards are described while countries' protection levels may differ.
Retention is no longer than purpose and law require, subject to client instructions, separate agreements, service, requests and legal obligations. End-of-retention or client-request deletion or irreversible anonymization remains subject to lawful retention, including legal-right enforcement.
For client-purpose personal-data processing, the policy promises no independent own-purpose use, client instructions, confidentiality/security, breach notification without undue delay, and deletion or return on written direction.
Policy states encryption at rest/in transit, restricted personnel access, confidentiality and incident response. Direct marketing needs explicit consent with free withdrawal; necessary non-marketing communications may continue. A December 3, 2024 certification-body announcement reports awarding ISO/IEC 27001:2022 information-security-management certification to Omnichat Limited, without establishing present validity or product performance.
Users may terminate use at any time. Vendor suspension or termination without warning may destroy account information; access ends immediately, with surviving contractual provisions remaining.
Access terms require legal contracting capacity and at least 13 years of age. Privacy policy separately says services are not directed to under-18s and their data is not knowingly collected or processed. The boundaries differ.
General registration offers 14 days; OMO explicitly has no free trial. Platform subscriptions are annual only.
A Live chat route handles out-of-scope questions or requests for a person; triggering and handoff also depend on conversation status.
Coexistence does not synchronize pre-onboarding history. Forward sync starts after connection; enabling it later requires disconnecting and reconnecting.
No. General referrals and OMO staff attribution are documented, while AI Sales Agent product-card conversion tracking is unsupported.
