Omni is a shared inbox and automation platform for customer messaging. It brings WhatsApp, Facebook Messenger and Instagram Direct conversations into one place, and adds campaigns, AI chatbots, no-code automations and a contact database on top.
This guide is for the people who use Omni day to day: support agents, marketers and business owners. You can read it in any order, but the checklist at the end is the fastest way to get set up.
Signing in
Create an account from the pricing page or sign in at /login with the email and password you registered with. If a teammate invited you, open the link in your invitation email to set your password first.
The first time you sign in, a short onboarding wizard helps you connect a channel and import contacts. You can skip it and come back later from Onboarding (/app/onboarding).
How the app is laid out
- Left sidebar: every tool, including Inbox, Contacts, Campaigns, AI, Automations, Social, Leads, E-commerce, Reports and Settings.
- Top bar: global search (press Ctrl + K, or ⌘ + K on a Mac), notifications, the workspace switcher and your account menu.
- Usage banner: appears when you are close to one of your plan's monthly limits, with a link to upgrade.
Everything you do happens inside a workspace: a separate space with its own contacts, conversations, channels and campaigns. See Workspaces and team.
What each tool is for
| Tool | Use it to | Guide |
|---|---|---|
| Inbox | Reply to WhatsApp, Messenger and Instagram messages in one shared view | Team inbox |
| Contacts | Keep your customer database, tags and segments | Contacts and segments |
| Connect numbers, manage templates, auto-replies and the website chat button | ||
| Campaigns | Send WhatsApp, SMS or email campaigns to many contacts | Campaigns |
| AI | Build chatbots that answer from your own content | AI chatbots |
| Automations | Build no-code workflows | Automations |
| Social | Schedule posts to your social accounts | Social media |
| Leads | Find business prospects and track them in a pipeline | Leads |
| E-commerce | Connect Shopify, WooCommerce or BigCommerce | E-commerce stores |
| Reports | See what is working, and export data | Reports |
Your first day: a five-step checklist
- Connect a channel. Start with WhatsApp: connect your number in a few clicks.
- Import your contacts from a CSV or Excel file. See importing contacts.
- Reply to a message in the Inbox so you know how conversations, notes and assignments work.
- Invite your team and give each person the right role. See team members.
- Optional: create an AI chatbot or an automation, then send your first campaign.
Tip: WhatsApp only lets businesses message people who have agreed to hear from them. Import only contacts who opted in, and read the WhatsApp guide before your first campaign.
Getting help
If something isn't covered here, open a ticket from Support inside the app, or contact us.
Still stuck?
Open a ticket from Support inside the app, or send us a message and we'll help you get it working.
Contact support