Customer Service

Overview

Omniops includes a customer-facing chat widget that provides AI-powered support to your website visitors. The widget uses your business data to answer questions, help with orders, and provide product recommendations.

How It Works

The customer service system is separate from the Omni business chat:

• Customer widget — answers product questions, order inquiries, and support requests
• Omni chat — your business management interface (never exposed to customers)

This separation ensures that business-only tools (like email, calendar, and internal documents) are never accessible to customers.

Capabilities

Product Information

The widget can answer questions about your products using your live catalogue data:

• Product details, specifications, and pricing
• Stock availability
• Size guides and variations
• Product comparisons

Order Support

Customers can check their order status:

• Current order tracking
• Delivery estimates
• Return and refund policies

Smart Recommendations

Based on browsing context and conversation, the widget can suggest relevant products and help customers find what they're looking for.

Multi-Language Support

The widget automatically detects the customer's language and responds accordingly. No configuration needed — language detection is built in.

Knowledge Base

The widget uses two sources of knowledge:

1. Live data — real-time product and order information from your connected integrations
2. Trained content — your website pages, FAQs, and any documents you've uploaded to the knowledge base

To train the widget on your content, go to Settings → Knowledge Base and add your website URL or upload documents.

Escalation

When the AI can't answer a question or a customer requests human help, the conversation is flagged for human review. You'll receive a notification and can take over the conversation.