Omni Channel

Discover the power of Flexito's omnichannel feature, which allows you to seamlessly manage multiple communication channels with a single chatbot. Streamline your customer interactions and enhance your service efficiency by connecting all your messaging platforms into one cohesive system.

With omnichannel, you can create a single bot and connect it to all supported channels.

Currently, there are 10 different channels available, and more will be added over time.

Supported channels include:

• Web Chat ()

• Facebook Messenger ()

• Instagram ()

• Telegram ()

• WhatsApp ()(Either meta Cloud API or BSP)

• Google Business Messenger ()

• Line ()

• Viber ()

• VK ()

• We Chat ()

• TikTok ()

Previously, you needed 10 separate chatbots for each channel. Now, one chatbot can manage all of them!

Unlike individual channels such as Facebook or WhatsApp, you have one omnichannel per workspace. This could change in the future, but for now, remember this when connecting your channels.

Note that each workspace can create only one omnichannel.

How to create a chatbot in omnichannel

Select 'omnichannel' from the left-hand menu. You'll have two options to create your omnichannel chatbot.

1- Create a brand-new chatbot. This is ideal if you have an empty workspace with no existing chatbots.

2- If you've already created a chatbot in a channel and want to use it in your omnichannel, choose 'Convert Existing Chatbot'. This option also imports your existing bot users into the omnichannel.

After choosing your preferred option, proceed to the next step.

If you chose 'create new bot', you'll be directed to the template store. Here, you can select any available template or choose 'Blank Template' to start from scratch and customise your chatbot.

After making your selection, you'll be prompted to name your chatbot and add a description.

Once finished, click the green 'create bot' button to start connecting channels.

How to connect channels to omnichannel

After creating your omnichannel chatbot, return to the main dashboard to connect the channels you want the chatbot to manage.

If you haven't connected any channels to your workspace yet, you'll be guided to do so. Once added, you can link them to your omnichannel chatbot.

You can disconnect channels anytime by clicking the button on the right-hand side.

How to create an omnichannel flow Now that your chatbot is set up and channels are connected, you're ready to create your chatbot flow.

All features in the flow builder are available, but note that some channels may not support certain features.

Use conditions to determine where the user is coming from

You can set a condition to identify which channel a user is coming from.

To do this, create a condition and select the 'channel' option.

After selecting, you can choose from the available channels in omnichannel.

Once this condition is set, you can direct users to specific channel features.

For instance, cards may be available on Messenger but not on Telegram, as they display differently.

Using this condition, you can send a tailored response to Telegram users.

How to determine which channels support which features?

Hover over each block to see which channels are supported, indicated by icons at the top. Watch this demo video for more details.

You can also refer to these icons when adding a node in the flow builder.