Omni AI FAQs

Q: While a conversation is in the "AI Chat" status, if the customer manually sends a message that matches a keyword, will it trigger a "Keyword Auto-reply"?

A: No, it will not. However, please note the following two exceptions:

1. If the customer triggers the flow by scanning a "Keyword Auto-reply" QR code or clicking a link, they will receive the auto-reply content. (Prerequisite: The LINE platform must be integrated with LIFF, and the feature to send without manual input must be enabled.)

2. In addition, if the customer triggers the chatbot card via a "click" action, it can still trigger normally. (e.g., clicking a button on a chatbot card, clicking a LINE rich menu...)

Q: If a conversation is bound to an OMO member, can the AI Agent still be triggered?

A: If an OMO member is bound to a conversation, the conversation must first be closed to exit the "My Cases - Progress" status before the AI Agent can be successfully triggered.

Q: How can a conversation exit the "AI Chat" status?

A:

• AI Chat → Closed

  • A team member directly closes the conversation from the "AI Chat" status.

  • Supports 3rd-party AI Agent calling Open API to auto-close the conversation.

• AI Chat → My Cases - Progress

  • A human agent follows up on the conversation.

  • "Add WhatsApp Conversation" on the conversation page.

  • Keyword auto-assign is triggered (e.g., matches a keyword for assignment conditions).

  • Supports 3rd-party AI Agent calling Open API to auto-assign the conversation.