Introduction to Omnichat App

The interface language of Omnichat App will change according to the language setting of your phone.

1. Open: All "Open" cases pending live chat support will appear here

2. Processing: After the CS agent clicked "Take Over", the chats will appear here

3. Closed: After the CS agent clicked "Close The Case", the chats will appear here

4. More: You will see your team name, teammates, status (online/offline), product referral performance and also turn on push notifications here.

5. Filter: Filter by communication channels

6. Search: Search by name, phone number, E-mail, tag, note or message

7. Bulk Edit: Select multiple open cases and take over / close the cases

8. Live Chat: The conversation falls in Open > Live Chat

9. Chatbot: The conversation falls in Open > Chatbot

From "Open" to "Processing" cases

After the CS agent clicked "Take Over", the chat will move to "Processing" tab, CS agent can then reply to the customer by text directly or sending information in different formats (depends on the communication channel).

1. You can send video, image, stickers(only for LINE )

2. Icon may look a bit different on iOS & Android system

3. The content will be different on different social platform

1. Click camera to take photo and send to customers

2. Click to send photos in your phone to customers (Please authorize photo access first)

3. Send stickers to customer (only for LINE )

4. Click to record and sent to customers (only for LINE, FB, WhatsApp )

5. Choose video from album

6. Send coupon to customers (Need to purchase coupon Module)

7. Send product referral link

8. Send pre-order information to customers (Need to Chat to Order Module)

9. Send saved reply

10. Customer info: edit name, phone number, E-mail, note and tag

11. Check the frequency of tagging

12. Check the cases' log

13. Close cases

10 Customers' information (Swipe right to see more information)

11 Frequency of tagging

You can check the times that customers have been tagged within the period

12 Cases' log

Fizzy Search

Bulk transfer

The upper limit for each time is 20 conversations

Customer service members can transfer conversations to other Customer service members

You can search teammates with following conditions=

• Name

• Phone

• E-mail

• Staff ID

After transferring the case

• It will show the amount of the success and failed transactions

• It will show the name of transferor and the amount of the cases

IOS teammate

1. Teammates amount

2. Search

3. The list is sorted by roles

4. Edit the profile and role of members

5. Edit member's profile, dial number, send email, set as offline and disable account

1. Administrator and manager can set other member as offline

2. Administrator can disable members' account

Supported types of messages by channels

Types / Channels	Web chat plugin	LINE	Facebook	Instagram	WhatsApp
Image message	Ｖ	V	Ｖ	V	V
Video message	X	V	Ｖ	V	V
Audio message	X	V	Ｖ	V	V
Document	X	X	Ｖ	V	V

WhatsApp processing cases

1. You can take a photo and sent it to customer (Please authorise photo access first)

2. You can send photo in your phone to customer

3. You can sent sticker to customer (add-on module)

4. You can record voice message and sent it to customer

5. You can sent the video to customer

6. You can sent the file to customer

7. You can sent customer service type coupon to customer (add-on module)

8. You can sent product referral link to customer

9. You can build a order for customer (add-on module)

10. You can sent the save reply to customer

11. You can sent the template message to customer

Pin a chat message

On the "processing" tab, tap and hold the chat message that you want to pin, and choose "Pin". The pinned message appears at the top of the chat. Pinned messages will follow the chronological order of messages you received.

Tap and hold the chat message and select "Pin"

The pinned message appears at the top of the "Processing" tab

Tap and hold the specific message and select "Unpin"

How to use save reply

Check conversation log

WhatsApp reply specified message

1. To specified message

1. To template message

Add WhatsApp conversation

Plan A

Role: Administrator, Manager, Customer Service Manager, Customer Service

You can add conversation in progress

Plan B

Role: Sales manager, salesperson

You can only add conversation in customer list

Handle closed cases

In the chat room, open the dropdown menu at the top right corner and select " Close The Case" after the chat has ended. The chat message will be moved to "Closed" tab, under "Mine" session.

If you would like to restart the conversation with the customer, you can go to the "Closed" tab and click "Reopen the Conversation". The chat will be moved to the "Processing" tab under "Mine" session.

click "Reopen the Conversation"

Choose "OK" to proceed

Chat reopened in "Processing" tab

More options menu

1. Team name: You can set team photo

2. Personal information: You can change your photo, name, phone and email

3. List of Teammates

4. Status (online/offline): customers will not see the status updates, but keyword auto assign feature will be unavailable if the status is changed from "online" to "offline".

5. Save Reply management

6. Product Referral Performance: show affiliated store performance and product referral statistics

7. Feedback: write to us if you have any feedback about your experience with us so our Product Team can follow up for you

8. Toggle to turn on/off push notification

9. Current software version

Product Referral Performance

1. If you subscribe to OMO module, you can select the specific branch here

2. Choose from Daily / Range view

3. For daily view, choose the date or by clicking "left" / "right" button or directly select the date in the calendar; for range view, choose the specified date range in the calendar

4. For OMO subscribers, affiliated store performance can be checked according to your role access and affiliated branch.

5. Product Referral Statistics—OMO connected customers：

• Sales QR Code: customers scan a QR code on sales' phone screen to complete binding

• Manually Add Contact

• Keyword Auto Assign (Shop QR Code/Link)

6. Number of Product Referral Links Sent

7. Order Count: number of orders created, attributed to product referral links

8. Revenue: generated by the product referral links

9. AOV: Revenue / Order Count

10. Total Message Count

• The number of messages containing Product Referral Link(s) sent from teammates to customers

• Messages sent by Omnichat users only - auto replies or chatbot messages are not counted

11. Total Message Cost: from 4 messaging channels

• LINE：NTD 0.20 / message

• Message fee of LINE 2.0 varies from LINE Official Account Subscription Plans (namely Free, Light, Standard), and number of free messages included and additional message fee could be different. We use NTD 0.20 / message for calculation, but the actual message fee could be cheaper than shown

• WhatsApp：Please contact Omnichat consultants for the latest WhatsApp Business API message pricing plan

• Facebook Messenger, no message fee

• Web：Omnichat website plugin, no message fee

12. Return On Advertising Spend (ROAS): = Revenue / Message Cost

Support manual sending of " Customer Survey "

If you enable manual sending of customer survey on the customer survey setting page, you can choose whether to send the customer survey at the end of the conversation event, including：

• Batch end conversation case

• A single customer ends the conversation case