A business’s first hour with OMNI: connect a channel, add contacts, send a broadcast, answer replies and read the delivery report.
This walk-through takes a new account from nothing to a sent broadcast and an answered
reply. You need the Owner or Admin role for the first step; a Support member
can do the rest.
1
Connect a channel
Open Channels from the icons at the top of the panel. Each channel shows where
it stands: Not in plan, Not configured, Configured · untested or
Connected.Pick a channel your plan includes, open its settings and choose how it connects:
FireFlo’s connection (nothing to set up) or your own, with its credentials. A
connection of your own reads Configured · untested until it has been tested.
Channels: each channel your plan includes, and whether it is connected.
Some channels need more before they can send to customers: approved WhatsApp
templates, or registered SMS sender IDs and templates in India. Each channel’s
page explains what it needs: see Channels.
2
Add your contacts
Open Contacts. To add one person, choose Add contact and enter their name
and phone number. To bring in a list, choose Import:
Drop a CSV or Excel file (up to 25 MB).
Map columns: say which column is the phone number, which is the name, and
where each other column goes. You can make a new field from a column, or skip it.
Options: choose what happens when a number is already in your contacts
(Add and update is recommended), and optionally put everyone in a segment and
add tags.
Start the import. It runs in the background; you can leave the page.
Open Broadcasts and choose New campaign. The wizard has five steps:
Channel: the channel to send on.
Audience: upload a file, or pick contact segments.
Message: what to send, in the form that channel needs (a template, a sender
ID).
Schedule: now, at a time, or by a date column in an uploaded sheet.
Preview: how many will be sent, how many are skipped and why. Say whether
this is marketing or an update the person expects.
Start it, and follow its progress on the campaign’s report. See
Broadcasts.
4
Answer in the Inbox
Replies arrive in the Inbox, one thread per person whatever the channel. Pick a
conversation, assign it to yourself, and write your reply. It goes out on the
channel the person last wrote on, unless you pick another under Reply via.See Inbox.
5
Read the delivery report
Open Delivery report to see every message on every channel: who it went to,
its status (pending, sent, delivered, read or failed) and, when a message failed,
what the carrier said. Filter by status, channel or date, and export a CSV.See Delivery report.
