Live Chat

Live chat is the fastest service channel when it is done well. Omneya gives you a complete chat system that takes work off your service team and off your customers, without adding yet another external provider to your setup.

A widget that fits your brand

The chat widget can be switched on for any storefront. Position (bottom right, bottom left, in the header), colour, greeting text and avatar follow your corporate design. You decide which pages show the widget (everywhere, only on product detail pages, only in the checkout) and which triggers open it on its own (after 30 seconds, on scrolling to a particular section, on exit intent).

Operator console for parallel conversations

Your service staff work in a console that handles several chats at the same time. Incoming requests appear in a queue with priority, waiting time and context up front (which page, which product, which customer status). An experienced operator runs 3 to 5 chats in parallel, and the console shows where the customer is typing and where someone is waiting. The full customer context (earlier orders, open tickets, lifetime value) is visible for every chat.

AI bot with hand-off

The built-in AI bot takes the frequent questions (where is my parcel, how do returns work, which size fits). It answers straight from your help centre, your product data and your order information. As soon as a request gets more complex, or the customer asks for a person, the bot passes the chat to an operator together with the full conversation so far. The customer does not have to repeat anything, and the operator starts out informed.

History in the customer record

Every chat is written into the customer record automatically: when, with which operator (or bot), on which topics. One click opens the full text, and you see the whole history per customer. With returning customers you know straight away what they have asked before, what was answered and where something may still be stuck. If a case is not settled when the chat ends, one click turns it into a support ticket.

Quick blocks and predefined replies

Operators work with quick blocks: prepared text for frequent answers, inserted with a keyboard shortcut and personalised automatically with the customer name and the order data. A well kept set of blocks makes a real difference to speed and consistency. Blocks are categorised (shipping, returns, product question, complaint) and searchable.

Routing by language and topic

Incoming chats are routed automatically: by language (German-speaking operators get German requests), by topic (a complaint goes to the service lead, a product question to the range specialists), by operator status (operators under load get fewer new chats). Waiting times get shorter and the answers get better.

Offline form for the gaps

Outside business hours, or when every operator is busy, the widget turns into an offline form: the customer leaves their request, an e-mail address and optionally a phone number. The form arrives as a ticket in the support system and is picked up by the next available operator. No request is lost, even if you are not staffed around the clock.