OMNI
Unified Customer Conversations on One Platform
Centralise all your customer messages—WhatsApp, web, Facebook, and more—on a single, powerful dashboard.
All Channels, One View
No more switching tabs—OMNI consolidates WhatsApp, web chat, Facebook, Instagram, and email into a single, unified inbox for your team.
Faster, Smarter Responses
Empower agents with quick replies, AI-powered chatbots (Cosine), and collaboration tools to resolve issues faster and delight your customers.
Insightful Analytics & Reporting
Track team performance, customer satisfaction, and channel metrics with easy-to-understand dashboards and downloadable reports.
Full WhatsApp Cloud API Support—Free
Send and receive WhatsApp messages without extra cost. OMNI now supports the FREE WhatsApp Cloud API for direct, compliant business messaging. ORENCloud is a certified Meta Tech Provider and can onboard your WhatsApp Business without 3rd party providers without additional monthly costs.
Always Available, 24x7 with Cosine AI Chatbot
Never miss a customer inquiry again. With Cosine AI Chatbot, your business stays responsive around the clock, delivering instant answers and intelligent support even when your team is offline. Whether it’s day or night, weekends or holidays, Cosine ensures that your customers always have someone to talk to — handling common questions, guiding users, and even escalating to humans when needed.
Feature Highlights
Our platform supports popular social channels such as WhatsApp, Telegram, Facebook Messenger, Instagram and more, as well as custom web chats and integrations with any platform that supports webhooks.
Our chat platform provides automatic chat routing to multiple agents and allows for easy escalation to other teams. You can attach labels to conversations for reporting purposes and even escalate or route chats directly from the chat window.
OMNI supports a variety of multimedia formats such as images, voice notes, videos, audios, and location tracking, empowering your team to provide a comprehensive and personalized customer experience. (Note: Some channels may have limitations.)
Create canned responses or labels to improve your team’s efficiency and get instant feedback on their effectiveness with our customer survey option. Set business hours to keep your customers informed of your availability.
Automate your chat handling process by setting rules based on specific keywords or inbox sources. Streamline your workflow and improve response times with OMNI’s automation features.
Add a chatbot to your platform for real-time assistance, improved communication, and accessible products. With multi-lingual support, businesses can increase customer loyalty, generate more revenue, and achieve growth objectives. Chatbots are an optional add-on provided as a service by ORENCloud.
Integrate with a Dyte account and allow voice and video from your website chat. Dyte provides 10,000 free minutes. How cool!
OMNI supports Google Translate. This means, each and every message can be translated to the language of your choice. E.g. You speak Malay, all text in messages can then be translated to Malay
OMNI has a dashboard app function that takes any URL and can be used straight within OMNI’s chat screen. Agents don’t need to leave OMNI to access, e.g. your CRM or ticketing solution.
Look at who did what and when inside your entire OMNI setup. This enables you to verify actions done by your colleagues who has rights to modify the setup of your OMNI.
Automate many tasks through the use of macros for each conversation such as sending out email, close conversation or even tagging. This allows you to do many things inside OMNI with just a click of a button
Get reply suggestions, summarisation, and ability to improve drafts. More features with ChatGPT is being added. You will need a paid API key from OpenAI.
We provide a unique solution that allows you to host our platform within your organization for complete data control and security.
Integrate all your OMNI-supported channels into Slack effortlessly to enhance your business communication experience and support more chats within the platform.
OMNI’s APIs provide seamless integration with complex process automation platforms. Any action taken in OMNI, such as a new message or reply, can be directly integrated with your existing platforms.
Channels Subscription, Usage, Setup and Pre-requisites
Subscription:
WhatsApp Business API comes with a monthly subscription cost, a service offered by our Business Service Provider (BSP) 360Dialog and Twilio.
However, WhatsApp Cloud API has no subscription charges.
Usage cost:
META/Facebook provides free 1000 customer initiated messages per month. After that there will be a cost per conversation. Refer to this for usage cost from META.
Assisted setup:
Yes
Pre-requisite:
One or more Facebook Business Page(s) preferably a verified business account, administrative access to your Business Page(s). Access to the phone number to receive call during setup. You can use your own numbers or get one from ORENCloud.
WhatsApp Footnotes
Effective April 1st 2023, META offers a free allowance of up to 1000 unique customer conversations per month for receiving WhatsApp messages. Charges for usage vary based on country, and pricing information can be found on our website.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Access to your website to add a <javascript> code snippet
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
One or more Facebook Business that you have administrative access to.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Instagram Business Account(s) that is connected to your Facebook Business Page(s) that you have administrative access to.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
SMTP/IMAP capable email provider like M365, Google for Enterprises etc.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
Twilio account with prepaid balances for incoming and outgoing.
Subscription:
Free
Usage cost
None
Assisted Setup:
Yes
Pre-requisite:
You need to call certain APIs and Webhook to receive messages in this channel
