Omnichat
MessagingAutomate the Omnichat chat commerce platform across LINE, WhatsApp, Facebook, Instagram, WeChat, and web. Agents run conversational selling in Taiwan and Hong Kong markets where chat is the storefront.
What This Integration Enables
Omnichat is not a support inbox with commerce features bolted on. In Taiwan and Hong Kong, chat is the storefront, and the connector's action list reflects that plainly. Product carousels, single-product and multi-product messages and a full catalog message sit next to loyalty point adjustments. Customer profiles are unified by member ID, salesperson rosters are organised by shop location, and referral link reports return actual order totals and revenue. LINE and WeChat sit alongside WhatsApp, Facebook, Instagram and web chat, and in these markets that ordering matters. LINE is where the conversation and the purchase happen in the same thread.
That makes this a selling connector, and a FlowRunner agent working here is doing conversational retail, not ticket deflection. It resolves the person across social identities, checks what they already own, assigns the right salesperson to the room, sends product content that quotes real price and availability, adjusts points, and then reports on what the send actually earned. Two operational constraints shape how those flows should be built, and both are worth knowing before you design one. The Open API is gated by subscription modules, so calls to endpoints outside your team's CRM, Marketing, Loyalty or OMO Sales subscription fail rather than degrade. The API token also carries an IP allowlist that must include the caller's addresses. Requests are limited to 40 per second per team across all tokens, and a single broadcast call reaches up to 150 contacts. Those are not footnotes. They decide whether a flow paces itself or falls over on the first busy morning. FlowRunner's connectors are built and verified against each vendor's official API, and the capability list below is the surface as documented.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Order notifications on LINE with revenue attribution attached
An order ships in Shopify. The agent resolves the customer's LINE identity through Get Contacts, sends the shipping update with Send Direct Message, and passes a track ID so the send is grouped for performance measurement. Later the agent calls Get Referral Link Order Report and Get Broadcast Details to pull the orders and revenue that followed, and posts the result to the retail lead. The notification stops being an unmeasured cost and becomes a line the team can argue about.
Member data kept unified across social identities
A customer exists in the CRM under a member ID, on LINE under one user ID, and on WhatsApp under a phone number. The agent calls Check Member Data to see which social IDs are already linked to member records, then Upsert Customer By Member ID to write the unified profile with name, email, phone, tags and custom attributes. Inbound messages from any of those identities now resolve to one person with one point balance and one purchase history, which is the precondition for every other automation on this list.
Assigning the right salesperson before the customer waits
On New Message fires on a LINE channel. The agent reads Get System Users to find who is available, checks the uploaded roster for who is actually on shift at that shop location, and calls Assign Follow Up Agent to bind the room to that salesperson. When the enquiry needs a specialist as well, the agent calls Assign Collaborator so a second person can join without taking ownership. If the room is a collaboration room and the agent being assigned is not a CS role, the connector's own ordering applies: assign the collaborator first. The customer gets a named person quickly instead of a generic queue reply.
Human-in-Loop Highlight
The gate on this connector sits on the pair of operations that turn a conversation into a commitment: a product message and a points adjustment. Send WhatsApp Single Product Message, Send WhatsApp Multi-Product Message and Send WhatsApp Catalog Message pull content from the connected catalog and land in the customer's thread as an offer, with a price on it. Adjust Loyalty Points moves stored value on that customer's account, adding or deducting, and there is no reversal operation. Correcting a wrong deduction means a second adjustment in the opposite direction, which the customer sees in their balance history alongside the mistake.
So the agent builds the whole thing and stops before either call. It has already resolved the customer with Get Customer, read their current point balance, confirmed the item's price and stock against the commerce system, and assigned the room. What it posts to the store channel is a decision, not a status update: "Customer is asking about the winter jacket on LINE. Draft reply attached as a single product message quoting the current price. Proposed goodwill adjustment of points on member account, taking the balance to a level that covers the discount they were promised in store last week. Send the quote and apply the points, change the offer, or take the thread?" The salesperson taps approve and both calls fire together. They change the number and the agent rebuilds the message. This is what human-in-the-loop looks like in a market where the chat is the till: the agent handles resolution, context and drafting at speed, and a person owns the price and the stored value, because those two things are what the customer will hold you to.
Agent Capabilities
41 actionsWorkspace
2- Get Channels Returns the messaging channels connected to the team with the platform, channel ID and channel name of each. Used to resolve a channel before any send.
- Get System Users Returns the team's agents, including username, email, phone, availability, status, role, employee code and assigned shop locations. Used to pick an assignee who is actually available.
Chatbots
2- Get Chatbots Returns the team's chatbot list with each bot's ID, name and platform scope, covering all platforms, Facebook and Instagram, LINE, web chat or WhatsApp.
- Get Chatbot Message Blocks Returns the message blocks of a chatbot. Block IDs are what the direct message and broadcast operations accept when sending designed bot content rather than plain text.
Messaging
3- Get Chat History Returns messages sent and received on a platform within a date range, including sender details, message type, delivery status and media URL, paginated. Used to give a person or an AI step the full thread before it acts.
- Get Message Details Returns the details of a single message by ID, including channel, room, sender, type, delivery status, content and media URL.
- Send Direct Message Sends a single message to one contact over LINE or WhatsApp, supporting up to five combined text, image and product carousel messages, or one chatbot block, plus WhatsApp template and LINE Flex template messages. Optionally tags the recipient and sets custom attributes after a successful send, and the track ID groups sends for performance reporting.
Contacts
4- Get Contacts Returns contacts of a platform, either one by user ID or those updated within a date range, each with name, tags, custom attributes, subscription status, note, email, phone, member ID and bound agent details.
- Upsert Contact Creates or updates a contact identified by platform, channel and user ID, setting name, subscription status, note, email, phone, member ID, agent binding and custom attributes, and either replacing tags or adding and removing specific ones.
- Delete Contact Deletes a contact's data including the member profile and chat history. Irreversible, and worth routing through an approval when it is driven by a bulk process rather than a named request.
- Check Member Data Checks which member IDs are linked to a batch of social user IDs on a channel, up to 100 per call, returning null where no member is linked. This is the identity resolution step that everything else depends on.
Customers
4- Get Customer Returns a customer's unified profile by member ID, including name, phone, email, tags, custom attributes, loyalty point balances, linked social messaging contacts, reachability and activity timestamps.
- Upsert Customer By Member ID Creates or updates a customer profile identified by member ID, setting name, email, phone, custom attributes and tags. The usual write path for a CRM sync.
- Upsert Customer By Omni Customer ID Creates or updates a customer profile identified by OmniCustomer ID, for cases where the member ID is not the key you hold.
- Delete Customer Deletes a customer's data including the member profile and chat history, by member ID.
Loyalty
1- Adjust Loyalty Points Adds or deducts a contact's loyalty points, identified by phone number, email or member ID, with a negative value deducting. Only the field configured as the loyalty point identifier can be used. There is no reversal operation, which is why this belongs behind a human decision.
Tags
1- Get Tagging Logs Returns tagging records within a date range, showing when each tag was added, on which platform and channel, and from which source, covering bot, broadcast, manual, import, keyword auto reply, Open API and journey. Useful for auditing how a segment actually got built.
Rooms
4- Assign Follow Up Agent Assigns a follow-up agent to a contact's chat room on LINE or WhatsApp, identified by login email, login phone or employee code, with a shop location code required when assigning a salesperson or sales manager by employee code.
- Assign Collaborator Assigns a collaborator to a contact's chat room, so a specialist can join a conversation without taking ownership of it.
- Unassign Agent Removes the assigned sales-role agent from a chat room. Available for OMO teams.
- Unassign Collaborator Removes a collaborator from a chat room.
Broadcasts
4- Send Broadcast Sends a broadcast to up to 150 contacts on LINE, Facebook or WhatsApp, immediately or at a scheduled time, supporting up to five combined text, image and product carousel messages, or one chatbot block, plus WhatsApp templates. Returns the broadcast ID used to retrieve the performance report.
- Get Broadcasts Returns the broadcast job list with per-job delivery statistics: recipient count, sent, delivered, failed, read and clicked counts with rates, plus purchase and revenue figures.
- Get Broadcast Details Returns the full performance report of one broadcast: delivery, read, click, response and unsubscribe counts with rates, message cost, revenue, return on ad spend, and response breakdowns at 12, 24 and 48 hours.
- Get Broadcast Recipients Returns the per-recipient delivery report of a broadcast including sent, clicked, read and responded timestamps and the error reason for failures. Used to retry or escalate the specific recipients a send did not reach.
- Get WhatsApp Templates Returns the WhatsApp templates of a business phone number with template ID, name, category, approval status, language and components. The pre-flight check before any template send.
- Upload WhatsApp Public Key Uploads a business public key for a WhatsApp Business phone number, used by Meta WhatsApp Flows data exchange encryption.
OMO Sales
4- Get Messages Sent Report Returns per-teammate message statistics for a date range of at most seven days, with the teammate's name, employee code and shop locations. Requires the OMO Sales Cloud subscription.
- Get Referral Link Order Report Returns real-time orders generated from product referral links within a range of at most seven days, including order total, member ID, link sent and clicked times, consideration time and the sending agent's details. Requires the OMO Sales Cloud subscription.
- Get Referral Link Tracking Info Returns the tracking information of a product referral link sales tracking code, including the sending agent, link sent and clicked times, tracking mode and current link lifetime. Requires the OMO Sales Cloud subscription.
- Upload Roster Uploads a monthly salesperson roster, each record identifying a staff member by email, phone or employee code, their shop location, and clock-in and clock-out times per day, returning any invalid records. Requires the OMO Sales Cloud subscription.
WhatsApp Headless API
10- Send WhatsApp Text Message Sends a free-form WhatsApp text message from a business phone number, optionally rendering a URL preview or replying to a previous message.
- Send WhatsApp Reaction Sends an emoji reaction to a previous WhatsApp message by its message ID. A cheap way for an agent to acknowledge receipt while a slower step runs.
- Send WhatsApp Media Message Sends an image, audio clip, video, document or sticker from a hosted media URL, with captions on video and document messages and a filename on documents.
- Send WhatsApp Location Message Sends a static location with latitude, longitude and an optional place name and address. Used for store pickup and delivery handoffs.
- Send WhatsApp List Message Sends an interactive list message: a button opening sections of selectable rows, with optional header and footer. The selected row's ID comes back in the reply callback, which makes it a structured question rather than free text.
- Send WhatsApp Reply Buttons Sends an interactive message with quick reply buttons, the tapped button's ID returned in the reply callback. Useful for confirmations a flow can branch on reliably.
- Send WhatsApp Single Product Message Sends an interactive message showing one product from the connected catalog, with optional body and footer text. This quotes price to the customer, which is why it belongs behind an approval when the agent selected the product itself.
- Send WhatsApp Multi-Product Message Sends an interactive message showing multiple catalog products organised in sections, with a text header, body and optional footer.
- Send WhatsApp Catalog Message Sends an interactive message that opens the business's full product catalog, with body text, optional footer and an optional thumbnail product.
- Send WhatsApp Template Message Sends an approved template from a business phone number, with optional header media, body parameters, and quick reply and catalog buttons, following the WhatsApp Cloud API component format.
Triggers
3 triggersEvent Triggers
3- On New Message Fires for each message sent or received on the selected platform. The first run records a baseline and emits nothing, so existing history is never replayed. Afterwards each polling cycle queries the chat history for the elapsed window and fires once per unseen message, de-duplicated by message ID. Polling interval is configurable with a 30 second minimum.
- On Contact Updated Fires for each contact created or updated on the selected platform, de-duplicated by user ID and update time. Used to mirror profile changes into a CRM or to re-evaluate segmentation when a customer's attributes move.
- On Contact Tagged Fires for each tag added to a contact, optionally restricted to a single tag. Because tags in Omnichat drive campaign targeting and routing, this is the trigger that lets an agent react the moment someone becomes eligible for a journey. Omnichat's Open API documents no webhook create or delete endpoints, so all three triggers poll rather than subscribe.
Frequently Asked Questions
What can FlowRunner do with Omnichat?
FlowRunner agents can run Get Channels, Get System Users, and Get Chatbots in Omnichat, plus 38 more actions.
Does connecting Omnichat to FlowRunner require OAuth?
No. Omnichat connects to FlowRunner with an API key, no OAuth flow required.
Can Omnichat trigger a FlowRunner workflow automatically?
Yes. Omnichat supports 3 triggers that can start a FlowRunner workflow automatically.
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