Email, WhatsApp, Messenger, Instagram, website chat, SMS and calls in one place, handed to the right person.
Every way clients reach you, in one list: shared mailboxes, WhatsApp, Facebook Messenger, Instagram, the chat on your website, SMS and calls. Each conversation goes to the right team and person, and any email or chat becomes a ticket, a task or a deal in one step.
What's included
All of it, on every plan. Omni-Channel shares one login, one client record and one bill with the rest of Gochi.
- Your own and shared mailboxes (Microsoft 365, Google or any mail server), shared with the teams you choose
- WhatsApp chats, with greetings, away messages, templates and several numbers
- Facebook Messenger and Instagram messages (beta)
- A chat for your website, with help articles suggested as people type
- SMS through Twilio, Clickatell, SMSPortal or BulkSMS, and the calls tab when a phone system is connected
- Chat flows that answer, ask questions and log a ticket when needed
- Hand-out to the least busy person, by turns or to the best results, with Accept and Pass
- A supervisor board: who is waiting, who is free, and a pause button
- Turn any email or chat into a client task or a ticket, and send a chat to sales as a deal
- Save a supplier's invoice PDF from an email and its details are read for you
Gochi AI in Omni-Channel
Part of the optional Gochi AI add-on ($20 per user a month). Before text is sent to the AI, the names, email addresses, phone numbers and account numbers in it are masked.
Triage
Suggests the category, priority and team for new chats and tickets, and shows how the client feels.
Answers for website visitors
Answers questions in your website chat from your own help articles, and hands over to a person when it isn't sure. Off until you switch it on.
Works with
Same data underneath, so nothing is typed in twice.
Service Desk
Tickets with SLA clocks, job cards, a client help centre and branded reports, with the full ITIL set when you need it.
CRM
Contacts, companies and deals, with every email, call, ticket and invoice on the client's record.
Sales
Pipelines, sequences and booking pages, then quotes clients sign online that open the project, order and invoice.
Telephony
Connect the phone system you already have: calls on the client's record, click-to-call and voice billing.
Try Omni-Channel with your own work
Every module is included from day one. No card needed to start.