Unified Inbox
Email, web chat, WhatsApp DMs and groups, and call transcripts all show up in one threaded view per customer. No tab-switching.
Omnichannel CRM · Built for Africa
Unified Support & AI Intelligence.
One command center for email, WhatsApp, web chat, and calls — augmented by an AI First Responder that works 24/7.
Live in 3 days
Africa's Talking voice
WhatsApp Cloud API
What is Omnidesk?
A single command center for every conversation.
Omnidesk brings email, WhatsApp, web chat and phone calls into one dashboard — with an AI First Responder built in. Your team works one queue. Your customers feel one brand.
AI First Responder
A 24/7 AI agent trained on your knowledge base answers common questions instantly, qualifies leads, and escalates to a human only when it should.
Built-In Call Center
Inbound and outbound voice via Africa's Talking — IVR menus, queues, recording, and live transfers. No PaBx hardware required.
Admin & Agent Dashboards
Real-time KPIs, SLA heatmaps, channel-mix analytics, agent leaderboards, and queue health — for both supervisors and front-line staff.
Web Chat Widget
Email Inbox sync
WhatsApp DMs & groups
Voice Calls + IVR
AI First Responder 24/7
The Omnidesk Advantage
A command center, not a ticket queue.
We don't just ship a ticketing system. We unify every conversation channel under one dashboard, with AI on the front line.
Universal Widgets
- Customizable website chat widget
- Captures leads and supports file uploads
- Live handoff to WhatsApp when the user leaves the site
Unified Inbox
- Email and WhatsApp DMs & groups
- Web chat and call transcripts
- One dashboard, one conversation thread
Intelligent Deflection
- AI agent trained on your business
- Acts as 24/7 First Responder
- Escalates seamlessly to human agents
Why Omnidesk
Built to simplify. Built to scale.
Three practical wins your team feels from week one — and they compound every quarter after.
01
One Platform, One Bill
Replace your chat widget, helpdesk, WhatsApp tool, and call software with a single subscription. One login, one invoice, one vendor — so your ops team stops stitching tools together and starts helping customers.
02
No More Channel Silos
Customer history follows them wherever they reach out — email, chat, WhatsApp, or phone. Agents see the full thread instantly. Customers never repeat themselves and handle time drops sharply.
03
AI That Scales Your Team
The AI First Responder answers routine questions 24/7 and only escalates what truly needs a human. You grow ticket volume without growing headcount, and staff focus on cases that move the business.
Coverage
Available across Africa.
We partner with Africa's Talking for native telephony across four countries with more coming as the footprint grows. Hover a pin to see status.
Supported Countries
Voice rates vary per country. Contact us for exact rates across Kenya, Nigeria, Uganda and Tanzania.
Messaging & Storage
WhatsApp, voice & storage — all in one place.
WhatsApp runs on Meta's official Cloud API. Recordings and media live on managed AWS S3 storage. Contact us for pricing.
Per-Message Billing
Service conversations
Customer-initiated support messages within a 24-hour window.
Utility & Authentication
Transactional messages, OTPs, and account updates.
Marketing
Promotional campaigns and outbound customer outreach.
Via Meta's official Cloud API. Contact us for rates.
Recordings & Media
Call recordings
~30 MB per hour of audio. Searchable transcripts included.
Channel media
Email attachments, chat uploads, WhatsApp files.
Unified pool
One quota across all channels · AWS S3 backed.
Managed AI Service · "The Brain"
We build and maintain your AI.
An optional managed service: our team ingests your documentation, deploys your bot, and continuously trains your AI First Responder.
Core AI Training
Scope
- Knowledge base ingestion (PDFs & FAQs)
- Website chat widget setup & deployment
- Weekly retraining cadence
- Monthly bot accuracy audit
Full Intelligent Setup
Scope
- Deep CRM integration & data sync
- Custom IVR design + voice flows
- Full human-handoff logic & escalation rules
- Daily monitoring + sentiment reporting
Deployment Roadmap
From zero to live in three days.
A fast, phased rollout so your team sees value from Day 1 — without a big-bang migration.
Stand up the basics
- Deploy website chat widget
- Connect & sync email inbox
- Configure teams, agents & routing
Light up the channels
- WhatsApp Business via Cloud API
- Configure call routing & IVR
- Enable call recording & queues
Front-line your AI
- Ingest knowledge base & FAQs
- Train AI First Responder
- Enable live handoff to human agents
FAQ
The questions we hear most.
Quick, honest answers — pulled from real client conversations.
How is this different from Zendesk, Freshdesk, Intercom, ClickUp or Zoho Desk?
Each of those tools solves a slice of support — Omnidesk solves the whole thing. Zendesk, Freshdesk and Zoho Desk are ticketing-first; voice and chat are add-ons, and WhatsApp groups aren't supported at all. Intercom is chat-first with weak voice. ClickUp is a project management tool — customer support is a secondary feature. Omnidesk unifies five channels in one thread per customer — email, web chat, WhatsApp DMs and groups, and calls with IVR and recording — with an AI First Responder and one-vendor accountability. And we're Africa-first: native telephony across Kenya, Nigeria, Uganda and Tanzania via Africa's Talking.
How long does setup take?
Three days. Day 1 we connect your web chat, email and routing. Day 2 we add voice and WhatsApp via Cloud API. Day 3 your AI First Responder goes live, trained on your knowledge base.
What happens to my existing WhatsApp number?
You keep it. We register it on Meta's official WhatsApp Cloud API as part of onboarding — no number change, no message history loss, and full compliance with Meta's terms of service.
How does the AI learn my business?
Our Managed AI service ingests your FAQs, product docs and historical tickets. We retrain the model weekly and audit accuracy monthly so it stays sharp as your products, pricing and policies evolve.
Is my customer data safe?
All data is hosted on AWS S3 (Cape Town af-south-1 region) with encryption at rest and in transit. Calls are recorded only when your settings allow it. Designed for ODPC compliance, with full audit logs and per-agent access controls.
Can I cancel or switch plans?
Yes. Plans are flexible — upgrade, downgrade or cancel anytime. We'll export all your data on the way out. Contact us to discuss plan options.
What if the AI gives a wrong answer?
Every AI reply has a confidence score. Below threshold, the conversation auto-escalates to a human agent. You also see all AI responses in the admin dashboard for review and re-training, and the AI never sends marketing or financial commitments without human approval.
What's included in the platform?
Platform access, agent seats, voice minutes, and storage are all included in your plan. WhatsApp messages are billed pass-through at Meta's official rates. Contact us for a full breakdown of what's included at each tier.
Next Steps
Ready to unify your support?
Give us 3 days. We'll give you a unified support operation — with AI on the front line.