Omnichannel support
Also called Omnichannel
Omnichannel support means serving customers across several channels, such as website chat, email, phone, social media and messaging apps, with the conversation history shared between them. A customer can start on one channel and continue on another without repeating themselves, because agents see one connected record.
Example
A customer messages on Instagram, later emails, and the agent sees both conversations in the same customer record.
Why it matters for a website chatbot
Omnichannel suites cost more and take longer to set up, which makes sense for large teams. For a small business, the website is often the channel that matters most. ChatBento focuses on website chat; it doesn't connect to WhatsApp, social media or phone channels yet.
See it in practice: Human handoff
Related terms
- Live chatLive chat is a website or in-app messaging channel where customers chat in real time with human support or sales agents. It needs staff available during opening hours, and is often paired with an AI chatbot that answers first and passes conversations to an agent when a person is needed.
- Conversation inboxA conversation inbox is the place in a support or chat tool where a team can see every customer conversation in one list, usually with the full transcript, time, status and any contact details. Teams use it to review answers, follow up on requests and find patterns in what customers ask.
- Chat widgetA chat widget is the small interface embedded on a website, usually a round button in a bottom corner, that opens a chat window when clicked. It connects visitors to a chatbot, live agents or both, and is normally added to a site with a short JavaScript snippet or a platform plugin.