Every customer conversation. One inbox.
Your customers write on WhatsApp, Telegram and email. Omni brings those messages into one inbox, lets an AI bot that knows your business answer the routine ones, and hands the rest to your team with the full history.
- AHAmina HassannowNimelipa lakini sijapokea risiti #10422
- KTKilimo Traders Ltd2mRe: Invoice INV-2209 — query #10411
- JMJoseph M.5mDo you deliver to Arusha? Bot answering
- NKNeema Kweka12mAsante sana! 🙏 Resolved
Pole sana Amina! Nimeona malipo yako ya TZS 45,000 — risiti inatumwa sasa hivi.
Looked up: Payments & receipts policyWhat Omni does
Customers stop waiting. Your team stops juggling.
Without Omni, customer care runs across a phone on the counter, a shared email password and whoever saw the message first. With it, every conversation has an owner, a history and a deadline, and the routine questions are answered before anyone looks.
- channels live, more coming
- 3
- channels live, more coming
- inbox for the whole team
- 1
- inbox for the whole team
- answers from your bot
- 24/7
- answers from your bot
- extra passwords — Olbongo sign-in
- 0
- extra passwords — Olbongo sign-in
The life of a conversation
From “Habari” to resolved, in six steps
Every message follows the same path, so nothing gets lost between a bot and a person.
- 1
Arrives
On WhatsApp, Telegram or email — threaded into one inbox.
- 2
Bot answers
Routine questions answered from your own knowledge base.
- 3
Hands over
Anything personal or unsure goes to a person, with the history.
- 4
Becomes a ticket
Numbered, assigned to the least-busy agent, timed against an SLA.
- 5
Agent replies
With a copilot draft, templates and translation to hand.
- 6
Omni learns
Staff answers become suggested knowledge, approved by an admin.
Inside Omni
AI that helps your team instead of replacing it
A bot that knows your business
Give Omni your policies, price lists and website. The bot looks up the right passage before it answers, and hands over to a person instead of guessing.
- Returns policy.pdf
- Price list 2026.xlsx
- yourcompany.com/faq
Customer
Can I return shoes after 10 days?
Bot
Yes — unworn items can be returned within 14 days with the receipt.
Looked up: Returns policy.pdf · §2
It learns from your team
When a staff member answers a question the bot could not, Omni suggests it as new knowledge. An admin approves it before the bot uses it.
Learned · asked 4×
Do you deliver outside Dar es Salaam?
Yes — Arusha, Mwanza and Dodoma in 2–3 days, by courier.
Workflows you draw, not code
Build flows on a canvas: triggers, AI decisions, tool calls and hand-overs. Describe one in a sentence and the design copilot sketches it.
A copilot beside every agent
Tell the copilot how to answer, for example “apologise and offer a refund”, and it drafts the reply. The agent sends it, edits it, or lets the bot reply.
Direction
Apologise for the delay and confirm the new delivery date.
Draft
Sorry for the wait, Joseph. Your order leaves our warehouse tomorrow and should reach Arusha on Friday.
Tickets with a deadline
Complaints, account questions and every email open a numbered ticket. It goes to the least-busy available agent and is timed against your first-response SLA.
Payment made, receipt missing · WhatsApp
A dashboard for managers
See what needs a person now, service levels over any period, who is available, and reports you can export.
Open
18
Overdue
2
Met SLA
96%
Tickets resolved, last 7 days
Voice calls in the browser
Answer a customer's WhatsApp call from the inbox, without picking up a phone.
Translation
Read a message in the customer's language and reply in yours — Omni shows both.
A person approves the bot
Hold bot replies for review on sensitive topics, and approve, edit or reject each one.
Tools and integrations
Let workflows look up an order, open a service-desk ticket, send an SMS or call your own API.
Redacted before the AI reads
Names, phone numbers and reference numbers are masked before a transcript reaches the model.
Business hours and routing
Out-of-hours greetings, per-channel teams, and who answers what — set by you, not hard-coded.
How to use it
Live in an afternoon
Five steps from signing in to answering your first customer.
Sign in to Omni
omni.olbongo.com
Continue with OlbongoOne account across every Olbongo app
One product, three views
Everyone sees what their job needs
Agents
The inbox
- Every channel in one list
- Copilot drafts and templates
- Media, voice notes and calls
- Tickets pinned to the thread
Managers
/manager
- What needs a person right now
- Queue: assign, escalate, resolve
- Team availability and hand-over
- Service-level reports and CSV export
Administrators
/admin
- Channels and credentials
- Users, roles and routing
- Bots, workflows and knowledge
- Templates and the audit log
Part of Olbongo
Same people. Same sign-in. Same mailbox.
Omni is not another tool to administer. Your team, roles and hosted mail already live in Olbongo, and Omni uses them.
- One account, one organisationAgents sign in with Olbongo. Each Olbongo organisation is its own Omni workspace, and owners and admins arrive as Omni administrators.
- Olbongo Mail as a channelConnect support@yourcompany.com, hosted on Olbongo Mail, and answer its mail from the inbox with tickets and SLAs.
- Sign out onceEnding a session in Olbongo ends it in Omni too, so a lost device is closed everywhere at once.
Worth knowing first
Better to hear it now than after you have set it up.
- Messenger and Instagram are not live yet. WhatsApp, Telegram and email are.
- WhatsApp needs a Meta Business account. Your number has to be registered with WhatsApp Business, and Meta approves the message templates you use outside the 24-hour window.
- The bot is only as good as what you give it. Start with your ten most-asked questions. Omni will tell you which ones it could not answer.
Questions teams ask
What exactly is Omni?+
Customer care for the channels your customers already use. Messages from WhatsApp, Telegram and email arrive in one shared inbox. An AI bot handles the routine questions, and everything else goes to your team as a ticket with a response deadline.
Which channels can I connect?+
WhatsApp Business, Telegram bots and any email mailbox with IMAP and SMTP, including Olbongo Mail. Messenger and Instagram are built into the same channel layer and are on the way.
Will the bot give customers wrong answers?+
It looks up your documents and website before answering, and hands over to a person when it is unsure or the question is about the customer's own account. For sensitive topics you can require a person to approve every bot reply before it is sent.
Do I need a developer to build bots?+
No. Workflows are drawn on a canvas, and a design copilot can sketch one from a sentence. Developers can go further with HTTP tools, webhooks and MCP integrations.
How does it work with the rest of Olbongo?+
You sign in with your Olbongo account, and each Olbongo organisation is its own Omni workspace, so your people and roles carry over. A hosted Olbongo mailbox can be connected as an email channel.
What about WhatsApp's 24-hour rule?+
WhatsApp allows free-form replies only within 24 hours of the customer's last message. Omni shows that window on every thread and offers your approved templates once it has closed.
Answer every customer, wherever they write
Sign in with your Olbongo account, connect a channel and answer your first customer today.