Omni24 Review
Omnichannel customer experience platform with ticketing and a routed shared inbox.
- From:
- $34/agent/mo
- HQ:
- Los Angeles, US
Omni24 is a per-seat customer service platform that puts a shared inbox, live chat, a knowledge base, outbound campaigns, surveys and review monitoring under one login. It markets itself as AI powered, but the only AI feature on its plan table is article suggestions, and that starts on the third tier. What you are actually buying is a conventional omnichannel inbox where the parts that matter once volume grows (routing rules, workflows, SLAs, conversation history) are rationed by plan.
Is it right for your team?
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Points for
Points against
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What it does
- Shared team inbox. The plan comparison lists email, live chat, WhatsApp, Instagram, Facebook Messenger, a chat page and SMS; Twitter is listed as an add-on
- Live chat with typing indicators, file sharing and proactive triggers; a branded, SEO-optimised help center that can run standalone or inside the messenger (homepage)
- Chat and email campaigns from Professional, SMS campaigns from Ultimate (pricing)
- CSAT surveys and review monitoring with sentiment analysis (homepage)
- Collision detection, internal notes, mentions, tags, canned replies, mobile apps and desktop notifications on every plan (pricing)
- Integrations named in the site navigation: Shopify, BigCommerce, Magento, WooCommerce, ClickUp, Asana (homepage). We did not verify what the Shopify integration lets an agent do inside a ticket
- REST API and webhooks, rate-limited at 100, 200, 400 and 800 requests per minute by plan (pricing)
- Missing: no phone or voice channel appears anywhere on the plan comparison
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Standard | $34 | $29 | 3 Inboxes. |
| Professional | $69 | $59 | 10 Inboxes. |
| Ultimate | $114 | $99 | 25 Inboxes. |
| Enterprise | $169 | $149 | Unlimited Inboxes. |
Prices are an agent a month, in US dollars. Source: omni24.io/pricing, checked .
- Per user, per month, four public plans. No free plan appears on the pricing page, and the page does not define whether a "user" means agents only
- Standard $34 billed monthly, $29 billed annually: 3 inboxes, 180 days of history
- Professional $69 billed monthly, $59 billed annually: 10 inboxes, SLA management, audit logs, 3 years of history
- Ultimate $114 billed monthly, $99 billed annually: 25 inboxes, staffing prediction, AI article suggestions, 5 years of history. This is the plan Omni24 marks "Most popular"
- Enterprise $169 billed monthly, $149 billed annually: unlimited inboxes and history, custom roles, a dedicated CSM. The top plan has a public price, so you do not need a sales call to find out what it costs
- The page advertises "upto 20% off" for annual billing. The figures work out to about 12% to 15% depending on plan
- Twitter add-on: price not published, contact sales
- What the gate costs: Standard has 1 routing rule, 10 canned responses and no SLA management. Moving a 5-agent team to Professional to get them adds $175 a month billed monthly, or $150 a month billed annually
- Advanced workflows are capped at 3 on Professional and 10 on Ultimate. Unlimited workflows only come with Enterprise
- 14-day trial with no card needed and every feature switched on. You can extend it by talking to the payments team
AI pricing (none published)
- The homepage advertises AI chatbots. The pricing page has no chatbot line, no AI add-on and no per-resolution fee
- The only AI item on the plan table is "AI based Article Suggestions", from Ultimate ($114 billed monthly, $99 billed annually)
- Whether the chatbot is included, metered or sold separately is not stated, so get it in writing before you sign
- What it can't do: Omni24's own pages make no claim that the AI can cancel, refund or edit an order, and we found nothing showing it can
Before you commit
- History caps: 180 days on Standard, 3 years on Professional, 5 years on Ultimate. The page does not say whether older conversations are deleted or just hidden, or what happens to them when you downgrade. Brands handling warranty claims or returns after the holidays will hit the 180-day limit
- Trial data is deleted if you do not extend, and the FAQ itself advises against putting production data in. That makes a realistic trial harder
- Payment is upfront, with no 30/60/90-day terms. You can only downgrade by talking to the payments team
- Live-chat support from Omni24 runs 8AM to 5PM, Monday to Friday, on Standard and Professional, and the page states no time zone
- Custom roles are Enterprise-only. SAML SSO and IP restrictions are in the comparison table, but the plans that include them are marked with icons we could not read, so ask
- Security certifications and data residency were not verified for this review
- The footer shows two copyright holders, "Omni" and "Veemo", at the same Los Angeles address. The pricing page was last updated 2025-11-04, and its testimonial carousel repeats one paragraph three times. Ask which legal entity you are contracting with
Who should buy it, and who should skip it
Who should buy
- Small teams working mainly in chat, email and Meta channels who want outbound campaigns and CSAT surveys in the same tool as the inbox
- Buyers who want every tier's price published, Enterprise included
- Teams small enough that per-seat billing stays below what a ticket-metered desk would charge
Who should skip it
- Phone-first support teams
- Shopify brands that need agents, or an AI, to edit, cancel or refund orders from inside the ticket. We could not confirm Omni24 does either
- Anyone buying for AI deflection, since no AI agent is priced
- Teams that need more than six months of history on the entry plan
- Growing teams with seasonal staff: 20 agents on Ultimate cost $2,280 a month billed monthly, or $1,980 a month billed annually, and every hire adds to it
How we checked this
Plan prices, limits and FAQ terms were read from Omni24's pricing page, and features, channels and the company address from its homepage. Both were checked on 2026-10-07. The prices appear in the page text behind a Monthly/Annually toggle, and both sets match the verified plans our pricing monitor read from the rendered page on 2026-10-12. Plan availability in the comparison table is mostly shown as tick icons, which do not come through in page text, so we only report limits printed as words or numbers. We could not fetch Omni24's security, integration, help-center or terms pages for this draft, so compliance, data residency, integration depth and the founding year are unverified. We recorded the vendor's own contradictions (annual discount, copyright holder) rather than picking a reading. No review-site text was used.