OmniAI Chatbot,
Omnichannel AI chatbot deployable across web, WhatsApp, and SMS
OmniAI Chatbot — AI Case Study
Fully customisable omnichannel AI chatbot that deploys across web, WhatsApp, SMS, and email with unified conversation history.
Three numbers that
tell the story upfront.
Channel integrations
Fully customisable omnichannel AI chatbot that deploys across web, WhatsApp, SMS, and email with unified conversation hi…
Messages handled monthly
Fully customisable omnichannel AI chatbot that deploys across web, WhatsApp, SMS, and email with unified conversation hi…
First-bot-resolution rate
Fully customisable omnichannel AI chatbot that deploys across web, WhatsApp, SMS, and email with unified conversation hi…
Before we got here,
here's what wasn't working.
OmniAI Chatbot is a white-label conversational AI platform that businesses embed across every customer touchpoint. A single bot configuration runs consistently across web widgets, WhatsApp Business, SMS, and email, with all conversations unified in one inbox.
We confirmed every challenge with the team before writing a line of production code. The right column lists the pain points we tackled head-on and how we approached each one.
What wasn't working
BEFOREWhatsApp Business API 24-hour messaging window restrictions
Implemented proactive notification templates pre-approved via Meta Business Manager to re-engage users after the window expires.
Don't over-engineer.
Solve what matters, ship fast.
The instinct on complex projects is to rebuild everything from scratch. We pushed back. A full rewrite often means months of regressions while engineering rebuilds features that were already working.
We mapped the existing workflow against actual usage. The result was clear: a small set of features accounted for the majority of user time. We rebuilt the core, shipped fast, and extended outward.
On the technical side, we made clear decisions early and held them. The right column shows what we chose, and why.
4 decisions we made early
CHOSEN / REJECTEDChannel-agnostic Bot Engine — how we built it
Custom Channel-agnostic Bot Engine — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
Unified Inbox — how we built it
Custom Unified Inbox — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
Bot Builder (No-code) — how we built it
Custom Bot Builder (No-code) — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
Live Agent Escalation — how we built it
Custom Live Agent Escalation — built for this product's exact needs and data model.
Generic SaaS tool that would require heavy workarounds and compromise the user experience.
4 features that
define the product experience.
Every feature was scoped and shipped with the same priorities: speed, reliability, and staying out of the user's way.
Channel-agnostic Bot Engine
A single bot logic layer that adapts its output format to the target channel (web, WhatsApp, SMS, email).
Unified Inbox
All conversations across channels appear in one inbox with full history, labels, and CRM sync.
Bot Builder (No-code)
Drag-and-drop flow builder for creating conversation paths with conditional branching.
Live Agent Escalation
Seamless transfer to a human agent with full bot conversation context.
What changed,
measured against the day-one baseline.
We benchmark before we touch anything, logging every metric below against its state before we wrote a line of production code.
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something like this?
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