Do customers need to install anything?
No. They message the WhatsApp number you publish. Nothing is installed on their phone and there is no account to create.
Omni Concierge
Your customers, answered on WhatsApp.
Approved answers, a route to a person, no app to install.
01 · Conversations
The line your customers already use.
A customer asks on WhatsApp and gets an answer from the approved knowledge, with a route to a person when the thread needs one.
Illustration of Omni Concierge on WhatsApp: a customer asking about order 8821, a reply with the delivery window and tracking reference TRK-8821-4, a note about the site office entrance, and a route to a human.
02 · Answers
Approved knowledge only.
Concierge answers from the knowledge you publish to it, and says so when the answer is not there.
The rule
Only the knowledge you have approved.
Approved sources
The documents and pages you publish to Concierge, and nothing else.
Citations kept
Every answer keeps the source and the version behind it, so a claim can be traced back to the page.
A gap, not a guess
When the knowledge does not cover the question, the line says so and offers a person.
03 · Handoff
A route to a person, with the context.
When the thread needs judgement, the conversation moves on rather than starting again.
Full context
The thread, the order or reference and the sources travel with the handoff.
Named owner
The handoff goes to the queue or person you name, not to a general inbox.
No restart
The customer does not repeat the question, and the person does not go looking for the history.
04 · Hours
Business hours, and after.
Availability follows the schedule the team owns.
Within hours
Answered from the approved knowledge, with handoff when the question needs a person.
After hours
The line answers what it knows and tells the customer when a person will reply. The rest waits in the queue.
Exceptions
A holiday or a one-off change is part of the schedule, not a rebuild.
05 · Trust
Consent, retention, and approval before commitments.
The customer knows what the line is, how the record is kept, and when a person will step in.
Consent
The first message says what the line is and how to reach a person.
Retention
Conversation records follow the retention you set, and the audit export goes to your own store.
Approval before commitments
Prices, dates and promises can require approval before the answer leaves the room.
06 · Analytics
What the line learns.
Containment, response time and the gaps are visible in the console, ready for the next review.
Containment
How many threads finish without a handoff.
Response time
Time to first answer, and time to a person.
Gaps
Questions the approved knowledge did not cover, listed for the next review.
07 · FAQ
Questions before the pilot.
Three that come up before a line goes live. Anything else belongs in the scoping call.
What happens outside business hours?
The line answers what the approved knowledge covers and tells the customer when a person will reply. Anything else waits in the handoff queue with the thread attached.
Can Omni promise a price or a date?
A commitment can require approval before the answer leaves the room. The thread waits for the approver rather than guessing.
Continue
The rest of the suite.
Pilot · 3–5 owners
Start with one line.
Begin with the questions your customers ask most. Bring the published answers and the exceptions, and we will show you where the line holds and where it hands over.