Improve Support Efficiency with Innovative Tools
Manage all conversations and users in a shared area, and forget everything else. From here on out, it's just you and the customer – happily connected by Omniflow. Ready to get started?
Manage Conversations
Easily manage your conversations in one place with our user-friendly interface. Search for conversations, delete messages, view users’ online status and see when they are typing in real time.
- Delete messages
- Download conversations
- Search for conversations
- Online and typing status
Knowledge Base Articles
Provide faster help for customers and fewer questions for your agents with the integrated multilingual knowledge base. Create a help center area accessible from a dedicated page or within the chat in a few minutes.
- Dedicated articles page, demo here
- Search articles widget
- Categories
- Multilingual
Message Editor
Create the perfect message by using 3000+ emojis and by formatting the text with Slack-inspired markup syntax. Surprise your users with custom HTML messages, and attach media and files in just one click.
- Text formatting and markups
- 3000+ emojis
- Multiple attachments
- Custom HTML
Saved Replies
Save precious time and avoid the headache of having to repeat the same tasks. With saved replies, you won't have to type the same messages over and over. You can also save Rich Messages and custom content.
- Insert by keyboard shortcut
- Save and reuse messages
- Save custom content
- Save Rich Messages
Departments
Organize conversations and assign departments to agents. Transfer rules so that your conversations will always land in the right hands. Route conversations and send department – specific email notifications.
- Department email notifications
- Update conversations department
- Restrict access to conversations
Notifications
Don't lose visitors. Actively engage them instead with a complete set of notifications.
Alert users and agents via email each time a new message comes in.
Push Notifications
Alert users and agents via Push Notifications for each new message.
Desktop Notifications
Alert users and agents via desktop notifications for each new message.
SMS Notifications
Alert users and agents via text message each time a new message comes in.
Flash Notifications
Update the browser tab title each time a new message is received.
Sounds
Play a sound on receipt of every new message.
Red Counter
Display a red circle with the current number of unread messages.
Agents and admins
All notification types are available also in the admin area.
More are coming
More notification types are coming in future versions. Stay tuned!
Real-time Queue
Notifies visitors of their position in the queue and waiting time in real-time. Automatically distribute the conversations among all available agents and set concurrent chats limit.
- Waiting time and queue position
- Set max concurrent chats limit
- Updates in real-time
Multi-User Direct Messaging
Send direct chat messages, emails, and text messages to users in real-time. Use custom merge fields to personalize every message and automatically send notifications.
- Support for emails, SMS and text messages
- Send messages to several users
Email Piping
Use piping to reply to user messages from your email inbox and convert emails to tickets. Users can reply to agents by email as well! Setting this feature up does not require any server-side configuration.
- Reply to users via email
- Users may reply by email
- No server-side configuration
Omni-Channel Experience
Send and reply to WhatsApp messages, Facebook messages, Telegram messages, text messages, emails, tickets, and chat messages in Omniflow. Save time with communication that happens in one place.
- Messenger
- Telegram
- Slack
- Text Messages
- Emails
Translations in Real-Time Dialogflow App Required
Use Google Translate to automatically detects the user language and instantly translates the messages to the language of the active agent, and the agent messages to the language of the user.
- Powered by Google Translate
- Translations in real-time
- Option to view the original message
Smart Reply Dialogflow App Required
Smart Reply saves agents time by suggesting quick responses to agent messages in real-time using artificial intelligence. This feature is powered by the same technology used by the smart replies of Google Gmail.
- Powered by Google Cloud
- Google Gmail technology
- Agent Assistant and Dialogflow Bot suggestions
Reports
Get an overview of how chat and your agents are performing
- Daily conversations
- Missed conversations
- Average conversations time
- Registrations count
- Subscribe and follow-up reports
- Daily visitors
- Daily leads
- Daily users
- Articles searches and views
- Browsers and operating systems
- Agents ratings
- Agents response time
- Average agent conversations time
- Countries and languages
- More available and more are coming!
Agent Ratings
Gather feedback on your customers' live chat experiences and use lessons learned to improve customer service. Check your agents' ratings and send post-chat messages.
- Chat rating
- Ratings report
- Post-chat messages and surveys
- Works with tickets
Tickets
Offer your customers immediate help from a single interface by embedding customer ticket areas throughout your website. This feature requires the Tickets app.
More details
Offline Message
Send a message or display a banner to the user when it is not office hours or when all agents are offline. Personalize the message to show it only when you want it and the way you want it.
- Multiple message types and designs
- Display timetable
- Disable agents check
More Features
Omniflow provides an extensive set of tools for small and large businesses
Transcript
Download conversation transcripts as text files and send them to users.
Routing
Automatically distribute the conversations among all agents.
Internal Notes
Add internal notes to conversations and chat with other agents.
Agents Collision Detection
Prevent multiple agents from working on the same conversation.
Automatic Updates
One click update, and automatic updates for the plugin and apps.
Multilingual Platform
The panel is translated in 41 languages. You can even add your own.
Keyboard Shortcuts
Increase productivity and save time with the keyboard shortcuts.
Attachments, Media and Lightbox
Send multiple attachments and media. Open and view images in a lightbox.
Documentation
Need a little help? Take advantage of the extensive docs.