> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mibyanai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Mibyan Omni

> Answer customers on WhatsApp with a bot trained on your business, and hand off to a person when it matters

**Mibyan Omni** is customer conversations on WhatsApp. You connect a number, teach the bot about your business, and Omni answers customers around the clock while your team watches the inbox and steps in when needed.

<Note>
  Omni is for **business** WhatsApp numbers used with customers. To use WhatsApp as your own personal assistant (scan a QR code and message Mibyan), see [WhatsApp connection](/features/whatsapp).
</Note>

## How Omni works

```mermaid theme={null}
flowchart LR
  C["Customer on WhatsApp"] --> N["Your connected number"]
  N --> Bot["Bot: knowledge base, flows, tone"]
  Bot --> R["Reply to the customer"]
  Bot -. "not sure" .-> B["Fallback message"]
  Bot -. "customer asks for a person" .-> P["Handoff to your team"]
  N --> I["Inbox: your team sees every conversation"]
  P --> I
```

## Set up in five steps

<Steps>
  <Step title="Connect a WhatsApp number">
    Open **Omni**, then **Connect WhatsApp**. Pick the route that fits you, described below.
  </Step>

  <Step title="Add your business knowledge">
    In **Knowledge base**, upload documents, add text, or add a website or FAQ, so the bot answers from your real information.
  </Step>

  <Step title="Customize the bot">
    In **Customize bot**, set its name, tone, welcome message, business description, main goal, fallback message, handoff message, and language.
  </Step>

  <Step title="Turn on the flows you want">
    Enable ready-made flows for common situations such as a welcome, frequent questions, lead capture, human handoff, and booking.
  </Step>

  <Step title="Test, then go live">
    Message your own number, check the answers, and adjust the knowledge base and tone before you share the link or QR code with customers.
  </Step>
</Steps>

## Two ways to connect a number

<Tabs>
  <Tab title="Ask Mibyan to set it up" icon="headset">
    Submit an access request with your company name, commercial registration number, contact email and mobile number, an optional WhatsApp number, and your use case (for example, receiving customer orders and replying automatically around the clock).

    The Mibyan team connects the number and prepares the channel, and replies within about **24 working hours**. Your request shows one of three states: under review, approved, or declined with a note from the team. If you do not have a number, one can be provided.

    When approved, the number is connected to your account and you can send and receive from the inbox.
  </Tab>

  <Tab title="Connect it yourself with Meta" icon="plug">
    A guided wizard walks through the WhatsApp Business setup on Meta:

    1. Create a **Meta Business account** (separate from a personal Facebook account) and confirm your email.
    2. Create a Meta app of the **Business** type and link it to that account.
    3. Activate **WhatsApp** on the app.
    4. Connect your WhatsApp number.
    5. Create a **permanent token**.
    6. Connect the **webhook**.
    7. Test and activate.

    When the wizard succeeds, WhatsApp and the webhook are connected for you automatically. Business verification with Meta can be left to the last stage: it is not needed for testing, but you need it before a public launch.
  </Tab>
</Tabs>

<Warning>
  Treat the permanent token like a password. Do not paste it into chats, tickets, or documents.
</Warning>

## The pages in Omni

<CardGroup cols={2}>
  <Card title="Overview" icon="chart-simple">
    The connected channel, total conversations, active conversations in the last 24 hours, and the bot's status.
  </Card>

  <Card title="Inbox" icon="inbox">
    Search conversations, open one, and reply to the customer. Incoming messages to your number appear here automatically.
  </Card>

  <Card title="Knowledge base" icon="book">
    Upload a document, add text with a short title, or add a website or FAQ. Uploaded files show as processing until they are ready.
  </Card>

  <Card title="Customize bot" icon="sliders">
    Name, tone, welcome message, business description, main goal, fallback message, handoff message, and language: Arabic, English, or both.
  </Card>

  <Card title="Flows" icon="diagram-project">
    Ready-made automatic replies you switch on or off: welcome, frequent questions from your knowledge base, lead capture (name, contact number, service), human handoff, and booking (day, time, contact number).
  </Card>

  <Card title="Settings" icon="gear">
    Business name, WhatsApp number, working hours, automatic replies, allowing handoff to a person, and a switch that pauses the bot completely.
  </Card>
</CardGroup>

<Info>
  **Contacts (CRM)**, **WhatsApp templates**, and **Broadcast campaigns** appear in the Omni menu, but they are not available yet. Opening them shows a prompt to connect a channel. This page will be updated when they ship.
</Info>

## Teach the bot well

<AccordionGroup>
  <Accordion title="What should go into the knowledge base?" icon="book-open">
    Prices, opening hours, delivery and return rules, service descriptions, and answers to the questions customers already ask you. The bot replies from what you add, so gaps in the knowledge base become gaps in its answers.
  </Accordion>

  <Accordion title="What should the fallback message say?" icon="circle-question">
    Something honest and short, such as: let me confirm that and come back to you soon. It is what customers see when the bot is not sure, so it should never invent an answer.
  </Accordion>

  <Accordion title="When should a person take over?" icon="user-headset">
    Complaints, refunds, custom quotes, and anything involving money or personal data. Keep handoff turned on so customers can always reach someone.
  </Accordion>
</AccordionGroup>

## Working hours and pausing

Set your working hours (for example Saturday to Thursday, morning to evening) in **Settings**. Use **Auto reply** to control whether the bot answers automatically, and the **Bot active** switch to pause it entirely, for example while you update the knowledge base.

<Card title="Related: personal WhatsApp assistant" icon="qrcode" horizontal href="/features/whatsapp">
  Connect your own WhatsApp to Mibyan by scanning a QR code.
</Card>