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Feature Catalog

OmniSmart Features by Channel and Process

Find customer service, voice, sales, automation and intelligence capabilities without browsing dozens of pages that repeat the same promise.

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By Channel Messaging, voice and digital entry points.

By Team Customer service, sales, support and management.

By Process Rules, automations and integrations.

forumInteractions today

1.284

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2m14s

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94%

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86%

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Interactions per dayLast 7 days

Configuration by Operation Resources Applied to the Process

Selection Criteria

The feature must solve a concrete step

An extensive list only helps when each resource is linked to a need, a responsible person, and a way to track the result.

Define the Need

Describe the problem, volume, and team involved.

Choose the Resource

Link the capability to the exact point in the process.

Configure the Rule

Adjust channels, permissions, queues, data, and exceptions.

Monitor Usage

Observe logs and indicators to review the configuration.

Resource Search

Browse the Catalog by Area

The resources below link to already reviewed solution pages. Specific pages will be released only when they have their own content.

Unified Inbox

Bring conversations from different channels into a common operational view.

Learn about the solution

Official WhatsApp

Serve with multiple users and flows compatible with the configured operation.

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WhatsApp campaigns

Organize bulk sends via the Official API and route responses to AI, team, or workflow.

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Email in Customer Service

Handle email messages alongside other customer interactions.

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Email Marketing

Create segmented campaigns, personalize messages, and track results connected to CRM.

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Webchat

Receive contacts initiated on the website and forward them to queues or automations.

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Social media

Bring social media messages into the flow used by the customer service team.

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Telegram Groups

Synchronize groups, assign responsible attendants, and preserve message order and history.

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Customer service

Queues by Team

Separate demands by area, subject, portfolio, priority, or time.

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Customer service

Distribution by Rules

Route contacts with criteria compatible with operation capacity.

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Customer service

Transfer with Context

Deliver history and available data to whoever takes over the conversation.

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Customer service

Quick Replies

Standardize recurring texts without preventing adjustments before sending.

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Customer service

Labels and Tabs

Classify conversations to organize follow-up and later analysis.

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Customer service

Service Protocol

Record a reference to locate and track each request.

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Customer service

Service Kanban

View interactions by stage and move work according to the process.

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Customer service

Operational Dashboard

Monitor volume, queues, responsible parties, and times in a consolidated view.

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Customer service

Agent Management

Track presence, absence, and pauses, and protect distribution with manual or automatic blocks.

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Customer service

Satisfaction Survey

Collect customer feedback after interactions defined by the operation.

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Customer service

Tickets and SLA

Turn requests into tickets with priority, assignee, deadline, and status.

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Browser Extension

Make and receive calls in the work environment compatible with the project.

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Configurable IVR

Organize menus, schedules, and paths before routing the call.

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Call Queues

Distribute calls by team, availability, and contingency rules.

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Call recording

Preserve authorized conversations for review, training, or auditing.

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Call reports

Check volume, duration, service, and events recorded by the telephony system.

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AI Voice Dialer

Run active outbound call campaigns with AI Agent, compatible trunks, and outcome logging.

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Automatic dialer

Organize lists, dialing modes, agents, attempts, and outcomes in campaigns connected to the CRM.

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Dialer types

Compare preview, progressive, predictive, and assisted dialing based on volume, context, and risk.

Outbound call center

Structure proactive contacts with segmentation, cadence, context, outcome, and next action.

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Inbound call center

Organize entry, IVR, queues, routing, context, and resolution for customer service, support, and sales.

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Automatic call distribution (ACD)

Route calls by intent, skill, priority, time, and available capacity.

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Call center metrics

Check definitions, formulas, and decisions related to ASA, AHT, abandonment, FCR, CPC, and conversion.

Call center for collections

Connect portfolio, attempts, CPC, negotiation, promise, agreement, and payment in a measurable operation.

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0800 and 40XX numbers

Evaluate numbering and coverage by location, type, and availability.

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Sales pipeline

Model sales process stages and track each opportunity.

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Contact registration

Organize customers, companies, and relevant information for the business relationship.

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Merge Duplicate Contacts

Compare records field by field, merge phones and emails, and preserve an auditable history.

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Tasks and next actions

Record what needs to happen, who is responsible, and the expected deadline.

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Interaction history

Review conversations, calls, and available activities before taking action.

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Fields and metadata

Adapt the registration to the information needed to segment and track the process.

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Workflow builder

Design steps, branches, and responsibilities in a process view.

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Triggers and conditions

Start flows by event or time and choose paths based on data.

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Chatbots and flows

Organize questions, options, and routing for recurring interactions.

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Webhooks

Send or receive events to connect steps of authorized systems.

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Open API

Integrate data and actions available in OmniSmart with the company's ecosystem.

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Interactive API documentation

Test endpoints, copy code examples, and export a ready-made collection for Postman.

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Execution logs

Check steps and results to locate exceptions and review rules.

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AI Agent with knowledge

Guide responses based on sources and rules defined for the use case.

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System queries

Allow the AI to fetch data through authorized integrations with a defined scope.

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Conversation summaries

Prepare a history summary to support continuity of service.

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Knowledge base

Organize reusable procedures and responses for the team and authorized automations.

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Transfer to team

Define when the automation should hand off the conversation with available context.

Learn about the solution

No items match the current search.

Operational view

Different resources can feed the same history

A conversation can start on WhatsApp, go through telephony, generate a business task, and open a ticket. The integrated design prevents each step from starting from scratch.

The customer is linked to interactions available across channels.

Queues and rules determine responsibility and priority.

CRM, helpdesk, and workflows record the next actions.

Integrations connect data and events to other systems.

New5

Marina Alves

WhatsApp · 4 min ago

LeadMA

Bruno Costa

Instagram · 12 min ago

LeadBC

In service7

Camila Rocha

Phone · now

ActiveCR

Rafael Lima

Email · 1 h ago

ActiveRL

Resolved6

Juliana Dias

WhatsApp · 2 h ago

WonJD

Pedro Nunes

Chat · 3 h ago

WonPN

Frequently asked questions

Questions about features

Are all features included in the same plan?

Availability depends on the plan, contracted modules, and project configuration. The demo should confirm which resources meet the company's scenario.

Can I start with just one channel?

Yes. Implementation can start with a priority front and incorporate other channels or modules after the initial flow is validated.

Can the features be customized?

Queues, fields, stages, schedules, permissions, and rules have configuration options. Specific demands should be evaluated based on available capacity and necessary integrations.

How do I know which resource to use first?

Start with the problem that has the greatest impact and the clearest process. Map entry, responsible party, exceptions, and outcome before choosing automations or integrations.

Is the API available for integrations?

OmniSmart has an open API and webhook resources. The project needs to validate authentication, data, events, and limits applicable to each integration.

Operation-oriented project

Turn the list of resources into an operational design

Show the current path of the customer and the team. OmniSmart can be demonstrated based on the steps, channels, and integrations that actually participate in this flow.

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