Omni-Channel
Omni-Channel lets you create a single bot and connect it to every compatible channel.
Omni-Channel brings together, in a single chatbot, the channels the platform allows you to link to Omni-Channel. Not every NicoChat channel is included. The ones that are not keep working normally — each with its own separate chatbot.
So, where you previously needed a separate chatbot for each channel, you can now do the same with just one chatbot for the channels in the list below.
You have one Omni-Channel per workspace, and it accepts one connection of each channel type. If the type is already linked, the second number or the second page needs its own chatbot. This may change in the future, but keep it in mind when connecting your channels.
These channels can be linked to an Omni-Channel chatbot:
- WebChat — exists only in Omni-Channel; there is no separate WebChat chatbot
- Facebook (Messenger)
- Official WhatsApp API
- Telegram
- TikTok
- Channel by API — exists only in Omni-Channel; the integration sends and receives messages through the workspace Omni-Channel
Plus four advanced channels, which first need to be enabled under Workspace Settings > Channels (see Other Channels):
These channels do not show up to be linked to Omni-Channel. Each has its own chatbot and flow:
- WhatsApp QR Code — including NicoZap, Z-API and Evolution API. Only the Official API is included in Omni-Channel
- SMS
- RCS
- Voice Channel
- JivoChat
- Chatwoot
- Slack
- Intercom
- Internal Chat (Agents)
In the left-hand menu, click Omni-Channel. You will then have two options for creating your Omni-Channel chatbot.
1- You can create a completely new chatbot. If you are starting with an empty workspace, where there is no chatbot yet, this is probably the option you will choose.
2- If you have already created a chatbot on a channel and want to use that same chatbot in Omni-Channel, choose the "Convert Existing Chatbot" option. It is the same chatbot that becomes Omni-Channel: the flows, the settings and the contacts you already have come along — nothing is recreated from scratch.
After choosing the option you prefer, you move on to the next step.
If you selected "Create new bot", you will be taken to the template store, where you can choose any of the available templates or the "Blank Template" option. That option lets you start from scratch and build the chatbot your own way.
Once you have chosen, you will be taken to a window where you can name the chatbot and add a description.
When you are done, click the green "Create Bot" button and you will be able to connect the channels.
Once your Omni-Channel chatbot has been created, go back to the main dashboard to connect the channels you want Omni-Channel to manage with that chatbot.
If you have not connected any channel to your workspace yet, you will be directed to that specific channel to make the connection. After adding them, you will be able to link them to this Omni-Channel chatbot.
You can unlink them at any time by clicking the button on the right-hand side.
If one of the Omni-Channel channels needs support of its own, you can unlink it and create an exclusive chatbot for it. But this is not the reverse of the conversion: the new chatbot starts from scratch, with no flows and no contacts.
The contacts stay on the Omni-Channel chatbot, with all their history. To carry the automation over to the new chatbot, save the Omni-Channel flow as a template and install it there — the template brings the flows, not the contacts.
Now that you have created the chatbot and connected your channels, you are ready to build your chatbot.
From here on, all the flow builder features are available to you, but note that some channels may not be compatible with all of them.
We have a condition you can use to determine which channel a user comes from.
Just create a condition and select the "Channel" option.
Once you select it, you will be able to choose among the channels available in Omni-Channel.
After setting up this condition, you will be able to direct the user to channel-specific features.
For example, cards may be available for Messenger but not for Telegram. The display is not the same.
So, with this condition you can send a customised reply to Telegram users.
When you hover over a block, it shows the available channels, displaying those channel icons at the top.
You can also check those same icons when inserting a node in the flow builder