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Answer customers on every channel — WhatsApp, Instagram, Facebook, email, calls
Omni Desk puts every customer conversation in one place, so your support team can answer from anywhere. ONE INBOX FOR EVERY CHANNEL WhatsApp, Instagram, Facebook, Twitter/X, TikTok, LinkedIn, live chat and email arrive in a single list. Each conversation carries its ticket number, its status and the agent it belongs to, so nothing is answered twice and nothing is missed. SEE WHAT NEEDS YOU Conversations waiting on a first reply are flagged, and anything that arrived today and is still unanswered is ringed so it stands out. Filter by channel, search by name or message, and pick up where a colleague left off. REPLY FAST Quick replies turn a phrase you type twenty times a day into two keystrokes. Keep your own private set alongside your team's shared list. Placeholders fill in the customer's name, your name and the ticket number as you insert them. Attach photos, video and documents, or send a knowledge-base article straight into the thread. CALLS, NOT JUST MESSAGES Take and make calls on your extension through the built-in softphone. Call history, recordings and transcripts sit beside the conversation they belong to. STAY IN CONTROL Change a ticket's status, assign it to a colleague, or take it yourself — every change is logged in the thread so the next person can see what happened and why. Update a customer's email or phone number as they share it, and copy it across their other channels in one step. WHEN YOU NEED A BREAK Silence notifications for fifteen minutes, an hour, four hours, or until you turn them back on. Messages keep arriving and the counts keep rising — only the banners and sounds stop, and the app reminds you while they are off. WORKS THE WAY YOUR TEAM ALREADY DOES Omni Desk is the mobile companion to the Omni Desk web console. Your tickets, statuses, quick replies, knowledge base and extensions are the same ones you use at your desk.