Documentation

Getting Started

Welcome to 365 Omni. This guide will help you understand the platform and get your first omnichannel inbox up and running within minutes.

Platform Overview

365 Omni is an enterprise AI-powered omnichannel customer communication platform that unifies all your customer conversations into one intelligent inbox. Whether your customers reach out via WhatsApp, Facebook Messenger, Instagram, X (Twitter), LinkedIn, or other channels, 365 Omni brings every message into a single, organized interface.

The platform combines a powerful unified inbox with AI-driven automation, sentiment analysis, smart routing, and comprehensive analytics to help your team deliver exceptional customer experiences at scale.

Quick Start Guide

Follow these steps to get connected in under 10 minutes:

1. Create your account — Sign up at 365omni.com and choose your plan. No credit card required for the 14-day free trial.
2. Set up your workspace — Name your workspace and invite team members. Configure roles and permissions to control access.
3. Connect a channel — Use the integration wizard to connect your first channel. Start with WhatsApp Business or Facebook Messenger for the quickest setup.
4. Configure automation — Set up AI auto-replies, create saved replies, and define routing rules to automate your workflow.
5. Start conversing — Your unified inbox is ready. Incoming messages from all connected channels will appear in real-time.

Key Concepts

Understanding these core concepts will help you navigate the platform effectively:

• Inbox — The central interface where all conversations from all channels appear. The inbox supports real-time updates, filtering, and search.
• Conversation — A thread of messages between your team and a customer. Conversations can span multiple channels and include multiple agents.
• Message — An individual communication within a conversation. Messages can be text, images, files, or rich media depending on the channel.
• Channel — A communication platform integrated with 365 Omni (e.g., WhatsApp, Messenger, Instagram). Each channel has its own connection settings.
• Agent — A team member who participates in conversations. Agents have roles and permissions that control their access.
• Workspace — Your organization's isolated environment containing its channels, agents, conversations, and settings.

API Reference

The 365 Omni REST API allows you to programmatically manage conversations, send messages, retrieve analytics, and integrate with your existing tools.

Base URL

Authentication

All API requests require authentication using a Bearer token. Include your API key in the Authorization header:

API keys are generated from the Settings → API Keys section of your workspace. Keep your API keys secure and never share them in client-side code.

Endpoints

List Conversations

Returns a paginated list of conversations. Supports filtering by channel, status, assigned agent, and date range.

Send Message

Sends a message to an existing conversation. The message will be delivered through the customer's original channel.

Get Conversation

Retrieves a single conversation with its full message history and metadata.

List Channels

Returns all connected channels for your workspace along with their connection status and settings.

Rate Limits

API rate limits vary by plan:

• Starter: 100 requests per minute
• Professional: 500 requests per minute
• Enterprise: Custom rate limits available

Rate limit headers are included in all API responses. Contact our sales team if you need higher limits.

Error Handling

The API returns standard HTTP status codes. All errors include a JSON body with an error code and message:

Webhooks

Webhooks allow you to receive real-time notifications when events occur in your 365 Omni workspace. This is useful for integrating with external systems, triggering workflows, or building custom applications.

Overview

When an event occurs, 365 Omni sends an HTTP POST request to your configured webhook URL with a JSON payload containing the event details. Your server must respond with a 200 OK status within 5 seconds to acknowledge receipt.

Event Types

• message.received — A new message is received from a customer on any channel.
• message.sent — An agent sends a message to a customer.
• conversation.created — A new conversation is initiated.
• conversation.assigned — A conversation is assigned to an agent.
• conversation.resolved — A conversation is marked as resolved.
• channel.connected — A new channel is successfully connected.
• channel.disconnected — A channel connection is lost.

Payload Format

Webhook Security

Each webhook request includes a signature header that you can use to verify the request originated from 365 Omni:

The signature is generated using your webhook secret and the request body. Verify the signature before processing the webhook to ensure authenticity.

Channel Setup

Connect your communication channels to 365 Omni using our simple integration wizard. Each channel requires specific configuration steps.

WhatsApp Business API

To connect WhatsApp Business:

1. Have a verified WhatsApp Business Account through Meta Business Suite.
2. In 365 Omni, navigate to Channels → Add Channel → WhatsApp Business.
3. Click "Connect with Meta" and log in to your Meta Business account.
4. Select your WhatsApp Business Account and phone number.
5. Configure your webhook callback URL and verify token.
6. Accept the WhatsApp Business API terms and complete the setup.

Once connected, all incoming WhatsApp messages will appear in your 365 Omni inbox. You can send and receive messages, media, and document files through the WhatsApp Business API.

Facebook Messenger

To connect Facebook Messenger:

1. Have a Facebook Page with Messenger enabled.
2. In 365 Omni, navigate to Channels → Add Channel → Facebook Messenger.
3. Grant the required permissions to access your Facebook Page's messages.
4. Select the Facebook Page you want to connect.
5. Configure message tagging and greeting settings.
6. Complete the integration by verifying the webhook.

Messenger integration supports text, images, quick replies, and Facebook's structured message templates.

Instagram Direct

To connect Instagram Direct Messages:

1. Ensure your Instagram account is a Business or Creator account linked to a Facebook Page.
2. In 365 Omni, navigate to Channels → Add Channel → Instagram Direct.
3. Authorize 365 Omni to access your Instagram Business Account through Meta.
4. Select the Instagram account from the list.
5. Configure your webhook to receive Instagram message events.

Instagram Direct supports text, images, videos, reels, and story replies.

LinkedIn

To connect LinkedIn via the LinkedIn API:

1. Have a LinkedIn Company Page with admin access.
2. Create a LinkedIn App in the LinkedIn Developer Portal.
3. Request the necessary API permissions (r_organization_social, w_organization_social).
4. In 365 Omni, navigate to Channels → Add Channel → LinkedIn.
5. Authorize the LinkedIn App and select your Company Page.

X (Twitter)

To connect X (Twitter):

1. Have a Twitter/X account with Developer Portal access.
2. Create a Project and App in the X Developer Portal.
3. Generate OAuth 2.0 credentials with the required scopes.
4. In 365 Omni, navigate to Channels → Add Channel → X (Twitter).
5. Enter your API credentials and authorize the connection.

Automation

365 Omni's automation engine lets you create powerful workflows that handle repetitive tasks, route conversations intelligently, and ensure consistent customer experiences.

Automation Rules

Automation rules are conditional statements that trigger actions when specific criteria are met. You can create rules based on:

• Keywords — Trigger when a message contains specific words or phrases.
• Channel — Trigger for messages from a specific channel.
• Customer — Trigger for returning customers or VIP accounts.
• Sentiment — Trigger when sentiment analysis detects urgency or negativity.
• Language — Trigger based on the detected language of the message.
• Time — Schedule triggers during specific hours or days.

AI Auto-Reply

The AI auto-reply feature uses large language models to generate contextually appropriate responses to common customer inquiries. Configure AI auto-reply by:

1. Navigating to Automation → AI Auto-Reply in your workspace settings.
2. Defining the topics and scenarios where AI should respond automatically.
3. Setting confidence thresholds to ensure accurate responses.
4. Reviewing the conversation history log for AI-generated replies.

Workflow Builder

The visual workflow builder lets you create complex automation sequences using a drag-and-drop interface. Workflow components include:

• Triggers — Events that start the workflow (new message, conversation created, etc.).
• Conditions — Logical branches based on message content, customer data, or channel.
• Actions — Tasks to perform (send auto-reply, assign agent, add tag, notify webhook).
• Delays — Wait for a specified duration before continuing the workflow.

Security

365 Omni takes security seriously. Our platform is built with enterprise-grade security controls to protect your data and your customers' information.

Encryption

All data transmitted between your browser, our API, and connected channels is encrypted using TLS 1.3. Data at rest is encrypted using AES-256 encryption. Message content is encrypted end-to-end where supported by the underlying channel provider.

Access Control

Role-Based Access Control (RBAC) allows you to define granular permissions for each team member:

• Admin — Full access to all settings, channels, and conversations.
• Supervisor — Can manage agents, view analytics, and access all conversations.
• Agent — Can view and respond to assigned conversations and their own conversations.
• Viewer — Read-only access to conversations and analytics.

Compliance

365 Omni maintains compliance with major security and privacy standards:

• SOC 2 Type II — Annual audits for security, availability, and confidentiality.
• GDPR — Full compliance with EU data protection requirements.
• CCPA — Compliant with California Consumer Privacy Act.
• HIPAA — Available on Enterprise plans with BAA agreement.

Best Practices

• Enable two-factor authentication (2FA) for all accounts.
• Rotate API keys regularly and revoke unused keys immediately.
• Use separate webhook secrets for each integration.
• Review audit logs regularly for unusual activity.
• Limit agent permissions based on job function (principle of least privilege).
• Enable session timeouts for inactive users.