Question 1

What counts as a request?

Accepted Answer

A request is any meaningful interaction — a customer question, a follow-up you ask Omni to chase, a document it organises, a reminder it sends. Quick pings and test messages don't count. You only pay for the things Omni actually handles.

Question 2

What happens if I go over my included requests?

Accepted Answer

Nothing breaks. We never block requests. Overage is charged at the end of the month: Starter: £0.12 per request, Growing: £0.10, Established: £0.08, Custom: £0.05. We'll let you know at 90% and 100% so there are no surprises.

Question 3

Why do you charge per domain, not per organisation?

Accepted Answer

Each domain has its own data — products, content, customers — so it uses its own resources. Per-domain pricing keeps things fair and clear. You can test on staging domains for free, and multi-domain discounts are available.

Question 4

How do team seats work?

Accepted Answer

Starter includes 1 seat, Growing includes 3, Established includes 10, and Custom has unlimited. Need more? Upgrade to the next tier — you'll get more requests and faster support too.

Question 5

Can I mix tiers for different domains?

Accepted Answer

Yes. If you have 3 domains, each can be on a different tier. You'll still get the 20% multi-domain discount across all of them.

Question 6

What's included in the 30-day free trial?

Accepted Answer

Everything. Full access to the Starter tier — all of Omni's capabilities, no limits on what it can do. No credit card required to start. You'll only be asked for payment details if you decide to continue after the trial.

Question 7

How does Omni handle things accurately?

Accepted Answer

Omni reads your site, learns your products, and builds context from your business. It's designed to flag uncertainty and escalate when unsure. Like all AI, it may occasionally get things wrong — you're always in control of what it handles and what it escalates.

Question 8

Can Omni handle multiple languages?

Accepted Answer

Yes. Omni detects the customer's language and responds naturally — no translation plugins, no awkward phrasing. Over 40 languages supported.

Question 9

How long does setup take?

Accepted Answer

Most businesses are up and running in under five minutes. Connect your site, Omni reads it and builds context, and it starts handling things. Larger sites may take a little longer.

Question 10

What if I want to cancel?

Accepted Answer

Cancel any time from your dashboard. No questions, no fees. You keep access until the end of your billing period, and you can export all your data.

Question 11

Do you offer annual discounts?

Accepted Answer

Yes — pay annually and get 2 months free (17% off). Starter: £5,000/year, Growing: £10,000/year, Established: £50,000/year, Custom: annual terms available.

Question 12

Can I get a custom quote?

Accepted Answer

Of course. If none of the standard tiers fit, get in touch and we'll work something out. hello@omniops.co.uk

Question 13

How does Omni stay up to date with my business?

Accepted Answer

Omni checks your site regularly for changes — new products, updated prices, policy changes. For WooCommerce and Shopify stores, updates happen in real time. You can also trigger a refresh whenever you need to.

Question 14

What support do I get?

Accepted Answer

Starter: email support (24-hour response). Growing: priority support (2-hour response). Established: a dedicated point of contact with 1-hour response. Custom: 24/7 dedicated support. All tiers include documentation and guides.

Question 15

Is my data secure?

Accepted Answer

Yes. GDPR and CCPA compliant. Data encrypted at rest and in transit. No data sold to third parties. Right to deletion and export. Hosted in the UK/EU.

Feature	Small Business	SME	Mid-Market	Enterprise
Core Features
Conversations/month	2,500	5,000	25,000	100,000
Team Seats	1	3	10	∞
All AI Features
All Integrations
Custom Branding
Enterprise Features
White-Label
Dedicated Account Manager
Support
Support Response Time	24hr	2hr	1hr	15min
Premium Onboarding
SLA & Guarantees
SLA Guarantee	-	-	99.9%	99.99%
Billing
Monthly Price	£500	£1,000	£5,000	£10,000
Overage Rate	£0.12	£0.10	£0.08	£0.05

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