Omnichannel AI Agent

A customer writes wherever it’s convenient: Telegram in the morning, the site widget from a work computer at noon, WhatsApp in the evening. If a separate bot with its own memory sits in each channel, the person re-explains everything every time. The omnichannel agent handles it differently — one agent with shared logic and a single history, with channels simply plugged into it.

What it does

It receives a message from any channel, normalizes it to a single format and ties it to the customer profile. It loads prior context — what was discussed, where it stalled, which requests already exist — and continues the dialog rather than starting from a blank slate. It replies in the same channel the request came from, reaching into the knowledge base and CRM by the same rules as in any other scenario.

A channel is an adapter, not a separate product

The key engineering decision: the logic, knowledge and memory live in the core, and each messenger plugs in through a thin I/O adapter. So adding a new channel isn’t “building yet another bot” but describing its API. The omnichannel layer itself is built on top of an ordinary operational AI agent — with all its observability, cost control and an explicit human-handoff point. The operator who takes a hard case sees the whole dialog across all channels, not a fragment from one.