Automatic team assignment
When an incoming message matches a configured rule, it is automatically assigned to the right team: sales, support, billing or any you define. No manual intervention required.
Agent assignment by rule
Distribute conversations evenly among available agents based on channel, message content or contact data. Avoids overloads and guarantees fair response times.
Bot handoff
Automatically activate a bot when a message arrives outside business hours, on a specific keyword or from a specific channel. Instant 24/7 response without human agents.
Automatic prioritization
Mark conversations as urgent based on customer type, source channel or message content. Critical cases are handled first without agents having to review the queue.
Automatic labeling
Automatically classify conversations based on message content or contact data. Effortless organization: "urgent", "new customer", "after-sales".
Automatic first-message reply
The customer always receives an immediate response: a greeting on first contact or a personalized message outside business hours. No message is ever left unanswered.
Automatic bot session timeout
Detects stalled bot conversations every minute and closes them or automatically escalates to a human agent. Prevents customers from getting stuck in dead-end flows.
AI cost control
Set a usage limit per bot and period (daily, weekly or monthly). The system tracks it automatically and resets the counters at the start of each period. No surprises on your bill.
Agent notifications
When a new message arrives in a conversation, assigned agents receive an instant notification on their mobile device. With frequency control to prevent overload, they always know when a customer needs attention.
Automatic conversation reopening
If a customer replies to a conversation that was already closed or resolved, the system automatically reactivates it and reassigns it to the corresponding agent or team. No message goes unanswered because of an archived conversation.
Real-Time Email Reception
Incoming emails are processed instantly on servers that support it, or with automatic scanning every 60 seconds on others. If the connection is lost, the system reconnects on its own. No manual intervention needed to keep the email channel running.
Files and media always available
When a customer sends photos, videos, documents or audio, Omnifly processes them and makes them available in the conversation instantly. Agents can access them without waiting, regardless of the channel or file size.