Features
Everything you need to manage customer conversations across every channel, powered by AI and built for teams.
18 powerful features to transform your customer communication
From unified inbox management to AI-powered automation, 365 Omni gives you everything you need.
Unified Inbox
All customer conversations from WhatsApp, Messenger, Instagram, X, LinkedIn, and more in one place. Never miss a message again with real-time sync across every channel.
Multi-Agent Support
Your whole team can work together in the same inbox with role-based access control. Assign conversations, leave internal notes, and collaborate seamlessly.
Conversation History
Complete history of every customer interaction across all channels, fully searchable and filterable. Never lose context with persistent conversation threads.
Customer Timeline
See every interaction, purchase, support ticket, and touchpoint in a single chronological timeline. Get a 360-degree view of every customer relationship.
Internal Notes
Add private notes to conversations for team collaboration without customers seeing. Tag teammates, add context, and keep everyone aligned.
Smart Search
Search across all conversations, customers, and messages with powerful filtering. Find any conversation in seconds with full-text search and advanced filters.
AI Assistant
AI-powered suggestions, auto-replies, and sentiment analysis to boost productivity. Get real-time recommendations for faster, better responses.
Automation
Build custom workflows to automate repetitive tasks and route conversations intelligently. Set triggers, actions, and conditions without writing code.
Analytics & Reports
Real-time dashboards and reports on team performance, response times, customer satisfaction, and conversation volume. Make data-driven decisions.
Role Permissions
Granular access control with custom roles for agents, supervisors, and administrators. Define exactly what each team member can see and do.
Team Management
Organize your team into groups, set schedules, manage workload distribution, and monitor agent performance from a single dashboard.
Saved Replies
Create and reuse message templates to respond faster to common customer inquiries. Maintain consistency across your team with approved responses.
AI Auto-Reply
Automatically respond to common customer inquiries with context-aware AI-generated replies. Reduce response times and free up your team for complex issues.
Sentiment Analysis
Real-time sentiment detection to prioritize urgent or unhappy customers instantly. Know how your customers feel and act before issues escalate.
Smart Routing
AI-powered conversation routing to the right agent based on skills, language, availability, and workload. Every customer gets the best person for their need.
Language Detection
Automatic language detection and translation for global customer support teams. Communicate with customers in their preferred language effortlessly.
Intent Recognition
Understand what your customers need before they finish typing with intent-based AI. Route, respond, and resolve faster with predictive understanding.
Smart Suggestions
AI recommends responses, articles, and actions based on the conversation context. Help your agents respond smarter and faster with contextual assistance.
Ready to experience these features firsthand?
Start your free trial today and see how 365 Omni can transform your customer communication across every channel.