Omni documentation
Step-by-step guides to connect your channels, answer customers as a team, run campaigns, and build AI chatbots and automations.
Getting started
Getting started with Omni
Sign in, find your way around the Omni app, and follow a five-step first-day checklist to start replying to customers on WhatsApp, Messenger and Instagram.
Read guideWorkspaces and team members
How Omni workspaces keep brands and clients separate, how to invite teammates, and what the Administrator and Staff roles can do.
Read guide
Channels & integrations
Integrations overview
Every channel and service you can connect to Omni (WhatsApp, Messenger, Instagram, SMS, email, AI, stores, social) and how each one connects.
Read guideConnect WhatsApp Business
Connect your WhatsApp Business number to Omni through the official Meta Cloud API, then manage message templates, auto-replies and the website chat button.
Read guideConnect Facebook Messenger and Instagram
Connect a Facebook Page and an Instagram professional account to the Omni inbox, and learn Meta's 24-hour reply window for DMs.
Read guideInstagram's 24-hour messaging window, explained
Why Instagram DM replies fail with "(#10) outside of allowed window", what reopens the 24-hour window, the 7-day Human Agent tag, and how Omni prevents failed sends.
Read guideConnect an SMS provider
Add your own SMS gateway (Twilio, Vonage, MessageBird, Plivo, Telnyx, Infobip, ClickSend, Amazon SNS, MSG91, Fast2SMS and more) to send SMS campaigns from Omni.
Read guideSet up email for campaigns (SMTP)
Connect your own SMTP server so Omni email campaigns send from your domain, plus the SPF, DKIM and DMARC records that help them reach the inbox.
Read guide
Features
Team inbox
Answer WhatsApp, Messenger and Instagram as a team in the Omni shared inbox, with assignments, internal notes, labels, canned replies and bot handover.
Read guideContacts, tags and segments
Build your customer database in Omni. Add or bulk-import contacts from CSV or Excel, tag them, group them into segments, and keep campaigns within opt-in rules.
Read guideCampaigns (WhatsApp, SMS and email broadcasts)
Send WhatsApp, SMS and email campaigns from Omni to a segment, tag or list, with audience preview, test sends, scheduling and delivery tracking.
Read guideAutomations (no-code workflows)
Build no-code Omni workflows that react to messages, contacts, orders, abandoned carts and lead stages, then reply, branch, tag, hand off or call other tools.
Read guideAI chatbots and knowledge bases
Build Omni AI chatbots that answer from your own documents, site and FAQs using OpenAI, Claude or Gemini, then connect them to WhatsApp or Instagram.
Read guideSocial media scheduling
Connect Facebook, Instagram, LinkedIn, X, YouTube and TikTok to Omni, then write, schedule and publish posts from one composer with AI help.
Read guideLeads and the lead pipeline
Find local business prospects with the Omni lead finder, score them automatically, track them on a pipeline board and turn them into contacts.
Read guideConnect your online store (Shopify, WooCommerce, BigCommerce)
Connect Shopify, WooCommerce or BigCommerce to Omni to share products in chat, see orders beside conversations and send cart reminders.
Read guideReports and analytics
Track inbox volume and response times, campaign delivery and read rates, automation runs, AI token usage and social posts in Omni, and export any of it to CSV.
Read guide
Account
Account, security and workspace settings
Manage your Omni profile, turn on two-factor authentication, sign out other devices, set notifications, export data and review the audit log.
Read guideBilling, plans and usage limits
See your Omni plan and usage, upgrade or downgrade, download invoices, and understand free trials, monthly limits and how cancellation works.
Read guideREST API and webhooks
Create scoped Omni API tokens, call the REST API for contacts, messages, campaigns and AI, and receive signed webhooks with automatic retries.
Read guide