# Omnio CRM — full reference

> Your sales & after-sales AI employee, plus the CRM it works inside of.

Omnio CRM ships with an AI employee built in, not bolted on as a separate chat widget — see the "AI employee" feature groups below for the full before-the-sale and after-the-sale list. Every generated draft (storefront, broadcast list, schedule, insight) is reviewed by a human before it goes live; the reply agent only speaks live on a channel once a human turns it on. See /features/ai-embedded for the overview.

Underneath the AI employee, Omnio CRM takes a business from lead to paid sales order in one account. Built for teams selling face-to-face and online — particularly Malaysian SMEs, since checkout is gateway-native to senangPay and Billplz rather than a global-only card processor, and shipment booking connects to EasyParcel for multi-courier tracking.

## Pricing

- Package A: usd 47/month
- Package B: usd 78/month
- Package C: usd 267/month

- [Full pricing](https://omnio.steadyliao.com/pricing): All packages, including custom/contact-sales.

## Features

### AI employee — before the sale

- AI reply agent — replies on WhatsApp/Messenger/Instagram/web widget from your own FAQ and documents, can look up orders or create carts, escalates to a human when not confident. See /features/ai-agent.
- AI inbound triage — tags every inbound message with sentiment and urgency in the same AI call that drafts the reply (no extra cost), so Live Chat surfaces the angry or time-critical customer first. See /features/ai-inbound-triage.
- AI lead & customer capture — fills in an org's own custom lead/customer fields as the conversation happens, plus a wrap-up pass to catch anything missed live.
- Multi-agent routing — when an org runs more than one specialist agent, each new conversation is classified and handed to the right one automatically.
- AI appointment schedule generator — turns a plain-English booking pattern ("every Mon/Wed/Fri 9-5, 30-min slots") into real bookable slots, checked against actual staff and services before confirming.
- AI storefront & campaign page generator — turns a short wizard (or an existing website, crawled for brand identity) into a real draft storefront or campaign page from proven templates; can keep being edited afterward by chat.
- AI broadcast targeting — turns a plain-English audience description into structured, validated filter conditions (including an org's own custom fields) for review before a broadcast sends.

### AI employee — after the sale

- Order-status lookups — answers "where's my order" from real order status, tracking, and totals inside Live Chat.
- Customer memory — recalls real facts about a customer across conversations, not just within one chat.
- Proactive re-engagement drafts — a personalized win-back message drafted the moment a customer goes quiet, queued for a human to send.
- Post-purchase upsell drafts — a short cross-sell message drafted from real purchase patterns after an order, queued for human approval, never auto-sent.
- Voice-of-customer digest — a weekly AI-summarized read of what customers have actually been saying in Live Chat.
- Omnio Brain — a proactive AI that checks sales data daily across 6 signal types (revenue velocity, AOV drift, discount leakage, stalling carts, customer concentration, rep variance) and surfaces evidence-grounded findings on the Dashboard for approve/dismiss; suggest-then-approve, never acts on its own; optional daily/weekly push+email digest to superusers. See /features/ai-brain.

### Sell

- Pipeline & leads — Kanban board or list, tags, convert a won lead straight into a sales order.
- Carts & checkout — build a cart, share a checkout link, collect payment via senangPay or Billplz.
- Sales orders — line items and payment balance tracked to the ringgit, auditable end to end.
- Storefront & landing pages — self-service page builder or AI-generated from a brief: hero/banner sections, product grid, popups, bundle displays, cart drawer, no code required.
- Appointments & booking — a real scheduling engine (staff working hours, hard double-booking protection, availability-checked slot picker); see the AI appointment schedule generator above.

### Fulfill

- Shipment & delivery — connect EasyParcel for automated multi-courier booking and tracking, or log manual shipments.
- Items & catalog — products, images, pricing, and fixed-component bundles.

### Grow

- Campaigns & discount rules — timed promotions, customer-group-aware pricing applied on the cart and order.
- Broadcasts — message a filtered list of customers over email or WhatsApp; see AI broadcast targeting above.
- Activity rules & WhatsApp follow-ups — auto-scheduled tasks with a one-tap pre-addressed WhatsApp link.
- Meta Ads dashboard — ad performance and attribution alongside the leads/orders they produced.
- Partner Program — a referral program for people who refer new paying orgs to Omnio itself: 20% standard / 25% agency-tier commission, one-time or recurring (up to 12 months), pull-based payouts. See /partners.
- Org affiliate program — a separate, per-account referral program for your own storefront: run your own commission structure, approve affiliates and payouts, and hand out promo assets, all from Settings → Affiliates.

### Manage

- Team & permissions — per-module view/create/edit/delete/export permissions per staff account.
- API & webhooks — revocable API keys, interactive docs at /_swagger.
- MCP server — on plans with MCP access, connect Claude Desktop, Claude Code, or any MCP client with the same API key used for the REST API.
- Excel import — customers, items, and sales orders from a spreadsheet.
- Audit log — who changed what and when, on plans that include it.

- [Full feature list](https://omnio.steadyliao.com/features)

## Security

- Data isolation enforced at the database via Postgres row-level security, not only application-layer filtering.
- Per-module staff permissions — view/create/edit/delete/export set individually per role.
- Revocable API keys, independent of staff logins.
- Audit log on plans that include it.
- Three-tier role model: platform admin, org superuser, org staff — a staff account can never reach another organization's data.

- [Security details](https://omnio.steadyliao.com/security)

## Boundaries

- Org checkout (charging your own customers) only supports senangPay and Billplz — never Stripe. Stripe is used exclusively for the platform's own SaaS subscription billing and cannot be selected as an org checkout gateway.
- The AI reply agent and AI inbound triage share one AI call per inbound message — triage is not a separate model or a periodic cron job, it is a classification appended to the same reply the agent was already generating.
- Omnio Brain is read-only in v1 — it only ever suggests a finding; it never messages a customer, changes a price, or takes an action on its own. A superuser approves or dismisses each finding from the Dashboard.
- The "AI employee" is an assistant, not a replacement for staff: it drafts and suggests, it does not have final authority. The AI storefront/campaign generator, AI broadcast targeting, and AI appointment schedule generator all produce a draft a human reviews before it publishes, sends, or is confirmed — none of them act unattended. Post-purchase upsell and re-engagement drafts are likewise queued for human approval, never auto-sent. Only the reply agent can act without a per-message approval, and only on a channel a human has explicitly turned it on for.

## Glossary

- **Org** — one customer account/workspace. All data is isolated per org; nothing is shared across orgs.
- **Lead** — a prospective sale before it becomes a cart or order; lives on the pipeline.
- **Cart** — an editable, unpaid collection of line items; becomes a sales order once paid.
- **Sales order** — a paid or invoiced order converted from a cart or a won lead; the auditable record of a sale.
- **Reply credit** — the unit AI reply-agent usage is billed in; 1 credit = 1 AI-drafted reply.
- **Activity rule** — an automation that schedules a follow-up task and generates a pre-addressed WhatsApp link.
- **Insight** — a single AI-generated finding from Omnio Brain (e.g. a revenue drop), with the evidence behind it, awaiting approve/dismiss.
- **Signal type** — the category of check Omnio Brain runs: revenue velocity, AOV drift, discount leakage, stalling carts, customer concentration, or rep variance.
- **Health score** — a 0–100 rollup of an org's open critical/warning insights; platform admins see this fleet-wide across every org.
- **Platform admin** — Omnio's own staff role; not scoped to any single org, manages the SaaS itself.
- **AI employee** — this product's framing for its AI system as a whole: one set of AI capabilities that works the sales half of the funnel (reply agent, lead capture, scheduling, storefront/broadcast generation) and the after-sales half (order lookups, customer memory, win-back, upsell, digests, Omnio Brain), not a single chatbot feature.
- **Multi-agent routing** — when an org runs more than one specialist AI agent (e.g. sales vs support), the classification step that assigns each new conversation to the right one and keeps it there for the rest of the thread.

## Who it's for

- [Retail & walk-in counters](https://omnio.steadyliao.com/for/retail)
- [Appointments & service businesses](https://omnio.steadyliao.com/for/services)
- [Online & marketplace sellers](https://omnio.steadyliao.com/for/marketplace-sellers)

## Integrations

- Payment gateways for customer checkout: senangPay (Malaysia), Billplz (Malaysia) — Stripe is used separately, only for Omnio's own SaaS subscription billing
- Shipping: EasyParcel (multi-courier booking/tracking) or manual shipment logging
- WhatsApp deep-links from activity rule follow-ups
- Excel import for customers, items, sales orders
- REST API with revocable keys, docs at /_swagger
- MCP server (Model Context Protocol) for AI agents/clients, same API key as the REST API, on plans with MCP access — includes 4 Omnio Brain tools: list_insights, get_insight, get_insight_trend, respond_to_insight

- [Integrations details](https://omnio.steadyliao.com/integrations)

## Blog

- [senangPay vs Billplz — which gateway to connect first](https://omnio.steadyliao.com/blog/senangpay-vs-billplz)
- [Automating WhatsApp follow-ups](https://omnio.steadyliao.com/blog/automate-whatsapp-follow-ups)
- [Cart to paid order, step by step](https://omnio.steadyliao.com/blog/cart-to-paid-order)

## Compare

Honest, sourced comparisons against tools Malaysian SME teams actually consider — not a "we win everywhere" page. Every competitor claim is sourced from that company's own site or a reputable third-party review/pricing source, cited at the bottom of each page.

- [Compare hub](https://omnio.steadyliao.com/compare): All comparisons in one place.
- [Omnio vs Kommo (amoCRM)](https://omnio.steadyliao.com/compare/kommo): A strong unified messaging inbox (WhatsApp, Instagram, Telegram) with its own AI agent — missing the storefront, local payments, and proactive insights.
- [Omnio vs Zoho CRM](https://omnio.steadyliao.com/compare/zoho-crm): A broad, mature platform with capable Zia AI — but WhatsApp needs a third-party connector, and AI sits behind the Enterprise tier.
- [Omnio vs GoHighLevel](https://omnio.steadyliao.com/compare/gohighlevel): A wide AI Employee and funnel toolkit built for agencies — usage-based fees push real cost well above the sticker price.
- [Omnio vs StoreHub](https://omnio.steadyliao.com/compare/storehub): A genuinely good Malaysia-built POS system for retail/F&B — no AI reply agent, lead pipeline, or proactive insights at all.
- [Omnio vs HubSpot](https://omnio.steadyliao.com/compare/hubspot): The category benchmark with a real free tier and strong AI credits — built for global SaaS, not WhatsApp-first commerce.

## Links

- [Homepage](https://omnio.steadyliao.com/): Product overview and hero pitch.
- [Pricing](https://omnio.steadyliao.com/pricing): Live package list with prices.
- [Features](https://omnio.steadyliao.com/features): Full feature list by category.
- [Sales & after-sales AI employee](https://omnio.steadyliao.com/features/ai-embedded): The AI employee overview — sales half and after-sales half, one system.
- [AI reply agent](https://omnio.steadyliao.com/features/ai-agent): AI agent replying on WhatsApp/Messenger/Instagram.
- [AI inbound triage](https://omnio.steadyliao.com/features/ai-inbound-triage): Sentiment/urgency tagging on every inbound message.
- [Omnio Brain](https://omnio.steadyliao.com/features/ai-brain): Proactive AI that checks sales data daily and surfaces findings.
- [FAQ](https://omnio.steadyliao.com/faq): Common questions.
- [Security](https://omnio.steadyliao.com/security): Data isolation and permissions model.
- [Integrations](https://omnio.steadyliao.com/integrations): Payment/shipping/messaging integrations.
- [Partner Program](https://omnio.steadyliao.com/partners): Refer paying orgs to Omnio and earn commission.
- [About](https://omnio.steadyliao.com/about): Company background.
- [Blog](https://omnio.steadyliao.com/blog): Articles.
- [Compare](https://omnio.steadyliao.com/compare): Sourced comparisons vs Kommo, Zoho CRM, GoHighLevel, StoreHub, and HubSpot.
- [Sign up](https://omnio.steadyliao.com/signup): Start the 30-day free trial.
- [API docs](https://omnio.steadyliao.com/_swagger): Interactive OpenAPI/Swagger docs.
- [Contact](https://omnio.steadyliao.com/contact): Contact form.
- [Sitemap](https://omnio.steadyliao.com/sitemap.xml): Full URL list.