Platform Overview

Omniflow is a single workspace for the people, agents, and conversations that power your customer operation. It bundles four things you’d otherwise stitch together yourself: an AI agent studio, a training and coaching system, QA analytics, and a unified inbox with tickets, contacts, and integrations.

Most teams start from one of these and grow into the rest. The product is designed so each module stands on its own and gets stronger when you turn on the next one.

What you can do with Omniflow

Build voice and chat agents that handle real customer conversations end-to-end.
Train your team on realistic AI-played customer scenarios — voice or chat — and grade attempts on a rubric.
Score 100% of conversations automatically on empathy, resolution, compliance, and any custom KPI you define.
Run a unified inbox for email, SMS, chat, voice, and social — with tickets, SLAs, and routing rules.
Plug into the rest of your stack — Salesforce, HubSpot, Genesys, Twilio, Slack, Gmail, Confluence, and 40+ more.

Omniflow is multi-tenant and workspace-scoped. Every record — agents, contacts, transcripts, scorecards — lives inside a workspace, and access is enforced at the database level.

How the pieces fit together


                ┌─────────────────────────────┐
                │        Your customers       │
                └──────────────┬──────────────┘
                               │ voice / email / chat / SMS
                               ▼
        ┌──────────────────────────────────────────────┐
        │            Channels & Integrations            │
        │  Genesys · Twilio · Gmail · Slack · WhatsApp  │
        └──────────────┬─────────────┬─────────────────┘
                       │             │
              ┌────────▼─────┐  ┌────▼──────────┐
              │  AI Agents   │  │ Human Agents  │
              │  (studio)    │  │  (inbox)      │
              └────────┬─────┘  └────┬──────────┘
                       │             │
                       └─────┬───────┘
                             ▼
        ┌──────────────────────────────────────────────┐
        │  Conversations · Tickets · Contacts · KB      │
        └──────────────┬───────────────────────────────┘
                       ▼
        ┌──────────────────────────────────────────────┐
        │   Training · QA Analytics · Reports · Coach   │
        └──────────────────────────────────────────────┘

Inbound and outbound conversations flow through your channels, get answered by AI agents (alone or with a human in the loop), land in the unified inbox as conversations and tickets, and are scored by QA. The same scenarios you see in production drive the training your team practices on.

Roles in a typical team

Role	What they do
Admin	Owns the workspace, manages billing, integrations, and security.
Supervisor	Builds training scenarios, reviews QA scorecards, manages SLAs.
Agent	Handles conversations, takes practice calls, accepts coaching.
Trainee	Runs through assigned learning paths before going live.

You can mix and match — most companies have a few admins, several supervisors, and dozens of agents and trainees.

Where to go next

Create your workspace Invite your team Build your first agent Onboarding checklist

Open in Omniflow

Open the dashboard to see KPIs and queue health.
Open Settings to configure your workspace.

If you want to…	Go to
Set up your first agent	Your First Agent
Understand the training module	Training overview
Read the voice runtime architecture	Voice Runtime