OmniBrand help centre

1. Open the sign-up page and enter your company name, your name, your email and a password of at least 10 characters. You can also pick a plan first on the pricing page; the sign-up then honours it.
2. Your organisation and a first workspace called "Default" are created. You are its owner.
3. The onboarding checklist on the Today page walks you through the four first steps: connect a channel, describe your brand, generate a first post and publish it. You can dismiss it and come back later.

There is no card and no trial timer on the free plan. Upgrade whenever a limit gets in your way, see Plans.

• Every public page has a language link in the header; the app remembers what you chose.
• Inside the app, open Settings and pick your language. Arabic switches the layout to right-to-left, dates and numbers follow, and the emails OmniBrand sends you arrive in that language too.
• Adding ?lang=ar or ?lang=en to any address switches for that visit.

The default is English. More languages are on the way; the English wording is always the reference.

Open Settings, then Members and invitations, and enter the person's email and role. The invitation is emailed and stays valid for 7 days; you can resend it.

Roles, from most to least power: - OWNER: everything, including billing and deleting the workspace. - ADMIN: settings, channels, members, approvals. - EDITOR: creates and edits content, requests approval, works the inbox. - REVIEWER: approves or rejects in the approval chain. - AGENT: works the inbox and contacts only. - VIEWER: reads everything, changes nothing.

Roles are per workspace, so the same person can be an editor for one brand and a viewer for another.

• Today: what needs you now, the onboarding checklist and the day's schedule.
• Create: Create, AI Studio, Campaigns, Content, Media, Library.
• Publish: Calendar, Queues, Approvals, Records.
• Engage: Inbox, Contacts, Leads, WhatsApp campaigns.
• Measure: Analytics, Dashboard, Market Watch, Monitor.
• Set up: Channels, Brand, Workspaces, Settings.

On a phone the bottom bar keeps Today, Create, Calendar and Inbox one thumb away; everything else is under More. The bell in the header collects notifications, and the search box finds posts, contacts and conversations.

1. Open Set up, then Channels. Each platform has a card showing what it can do: publish, schedule, images, video, inbox.
2. Click Connect. A window opens on the platform itself; sign in there and choose which pages or accounts to hand over. If your browser blocks the window, the same steps open as a full page.
3. The account appears under the card with its health badge and, where relevant, its own settings (calling for WhatsApp, the embed code for website chat, the mailbox for email).

Bluesky, Mastodon and Telegram ask for credentials instead of a sign-in window; the card tells you where to create them. Connect as many accounts per platform as your plan allows.

Publishing: Instagram, Facebook Pages, WhatsApp Business, X (Twitter), LinkedIn, TikTok, YouTube, Threads, Pinterest, Google Business Profile, Reddit, Bluesky, Mastodon, Telegram and Email newsletters.

Inbox: comments and mentions from the platforms above, Instagram DMs, Facebook Messenger, WhatsApp Business messages and calls, website chat and email.

Not every platform allows every action: some cannot be scheduled platform-side, some cannot delete a post after publishing, some give no audience statistics. The card on the Channels page states the exact capabilities, and the composer only offers what the chosen channel supports.

1. On the Channels page click Connect on WhatsApp Business. Meta's window opens; sign in with the Facebook account that manages your WhatsApp Business Account.
2. When Meta asks which assets to share, choose Edit settings and opt in to every WhatsApp account and number you want in OmniBrand. A number you leave out will not deliver messages.
3. Each number appears as its own channel. Incoming messages arrive in the Inbox within seconds; replies go out from that number, and OmniBrand keeps the numbers subscribed on its own.

Calling settings on the number card let agents take and make WhatsApp voice calls from the browser. Template messages to many customers at once live under Engage, WhatsApp campaigns. If a number shows Revoked or messages stop, click Reconnect and pick the assets again.

1. On the Channels page, under Website chat, click Connect. Give the site a name, optionally its address (then the widget only works on that site), a greeting and a colour.
2. Copy the one-line script shown on the channel card and paste it before the closing </body> tag on every page where the bubble should appear. WordPress, Shopify, Webflow and plain HTML all accept it.
3. Open your site: a chat bubble appears bottom-right (bottom-left for right-to-left pages). Send yourself a message; it arrives in the Inbox as a conversation with the visitor's name, email and the page they wrote from.

Replies you send from the Inbox show in the visitor's widget within seconds, and the widget remembers returning visitors on the same browser. The widget follows the page's language for English and Arabic. Website chat is an inbox channel; it does not publish posts.

On the Channels page, under Email, click Connect and type the address you want in OmniBrand. The wizard looks up who hosts it and leads with the method that fits:

• Microsoft 365 / Outlook: sign in with Microsoft. For a shared mailbox such as support@yourcompany.com, sign in with your own account that can open it, then enter the shared mailbox as the mailbox to watch. If Microsoft says "Need admin approval", an administrator signs in once and ticks "Consent on behalf of your organization".
• Gmail, Google Workspace, Zoho, Yahoo, iCloud, Yandex or any IMAP host: use an app password, not your normal password (the wizard shows where to create it), and the servers are prefilled. Both incoming (IMAP) and outgoing (SMTP) are verified before the channel is saved.
• Forwarding: every email channel also has its own OmniBrand address. Forward your mailbox, or a rule, to it and every email appears in the Inbox; replies go out from OmniBrand with your address as reply-to.

New mail is checked every minute. Replies are threaded under the customer's email and, for Microsoft 365 and IMAP, appear in the mailbox's Sent folder. See also Newsletters.

Each agent can have an email address of their own. Mail sent to it arrives in the shared Inbox like everything else, but only that agent sees it - along with owners and admins, who see every mailbox. Nobody else on the team knows it arrived.

Four steps, once per person.

1. Create the address with your mail provider. A shared mailbox costs nothing on Microsoft 365: grant the agent Full access and Send as under mailbox delegation. A licensed user mailbox works too, and so does any IMAP mailbox.
2. Invite the person: Settings, then Members, then Invite someone. Give them the role Agent (inbox only) unless they need more. The address they sign in with does not have to be their ticketing address.
3. Connect the mailbox: Channels, then Add a channel, then Email. Sign in with an account that can open it, then on the new channel's row open Settings and put the address itself in "Mailbox to watch". Left blank, the channel reads the signed-in account's own mailbox instead.
4. Hand it over: on the same row, under "Who receives this mailbox", choose the agent.

From then on those conversations appear only to that agent and to owners and admins, and the counters, the search, the live updates and the contact history all agree with it - nobody is told about mail they cannot open.

Three things follow from the rule. An IMAP mailbox is connected with one person's own password, so it starts out theirs; an owner can hand it back to the team in one click. An admin can still pass a single conversation to somebody else, and that person can then read and answer it. And removing a member hands their mailbox and their open conversations back to the team, so nothing goes quiet because somebody left.

Leave a mailbox on "Everyone in this workspace" and it stays shared work the whole team can pick up. See also Email: connect any mailbox.

• Subscribers: on the Email channel card click Manage subscribers to add addresses one by one or paste a list. Each row shows active, unsubscribed or bounced.
• Sending: create a post and choose the Email channel as a target. The first line becomes the subject, the rest is the body, and attached images are embedded. Approval and scheduling work exactly as for any other channel.
• Every email carries a personal one-click unsubscribe link, and bounces mark the address so it is skipped next time.
• Deliveries are recorded per subscriber under Records, so you can see who received what and when.

Large lists need sending capacity on your account; contact support before your first send to more than a few thousand addresses.

• Healthy: publishing and inbox work.
• Expiring: the platform's permission runs out soon; a countdown shows when. Reconnect before it does.
• Expired or Revoked: the platform no longer accepts our token (password changed, permission removed, or you disconnected). Click Reconnect and sign in again; scheduled posts wait until you do.
• Inbox webhooks not subscribed: messages will not arrive; Reconnect fixes it.

Disconnect keeps the channel's history and cancels its scheduled posts, which return to Approved. Remove appears on a disconnected channel and deletes it from the workspace for good: its inbox conversations are archived, its publishing history is removed, nothing changes on the platform itself.

1. Open Create. Write your text once; pick the channels on the right. Each channel shows a live preview with its own length limit, and a red counter tells you where you exceed it.
2. Use the AI buttons on the text: improve, shorten, make an Arabic version, suggest hashtags. They read your brand profile and your own AI key.
3. Add images or video from the media library, upload new files, or generate an image right there.
4. Publish now, schedule for a time, drop it into a queue, or send it for approval if your workspace has an approval chain.

Everything you create is also a content item you can reopen, duplicate or turn into a template.

Open Create, then AI Studio. Describe what you want in plain words: a post, a series, a carousel, an image. The Studio answers in a conversation you can steer: ask for shorter, funnier, in Arabic, three options, a matching image.

• Images: one to four per request, with quality tiers and style presets; you can also upload up to three images and ask for edits or remixes.
• Everything the Studio makes drops straight into a draft with the channels you pick, or into the media library.
• The Studio reads your brand profile, so tone, audience, hashtag rules and banned words are respected without repeating them.

The Studio runs on the AI provider you connected under Settings (OpenAI, Anthropic, Gemini or Grok). You pay the provider directly; OmniBrand adds no markup.

• A content item holds one variant per platform, each with its own text, media and preview. Edit one without touching the others, or generate all of them from a brief.
• Editing saves itself after two seconds and keeps the last 20 revisions; History restores any of them.
• Save as template turns an item into a starting point you can reuse from the Content page. Import CSV creates up to 100 drafts from title, brief and platform columns.
• Client review link: on a draft, create a link your client opens without an account. They see the platform previews and can approve or request changes with a note; you are notified either way. Links expire after 14 days.

• Upload images and videos from Create, from the Media page or by dragging into the editor. Files are stored privately; the links the app hands out expire after 15 minutes.
• AI alt text describes any image for accessibility and is used as the thumbnail description.
• Generate image makes a picture from a prompt with your AI key; Stock finds free photos from Pexels and Pixabay and saves them into your library.
• Each platform has its own size and format limits; the editor warns before you publish if a file will be rejected.

1. Open Create, then Campaigns, and give the campaign a name, a goal and dates.
2. Ask for campaign ideas: the AI proposes a set of posts for the theme, each with a suggested channel and day. Keep what you like; each becomes a draft attached to the campaign.
3. Links inside campaign posts can carry UTM tags automatically, so Google Analytics or any analytics tool attributes traffic to the campaign and the channel.
4. The campaign page shows what is drafted, approved, scheduled and published, and the analytics for the posts it contains.

The Library collects what you want to reuse: templates saved from content items, evergreen posts, recurring announcements. Open one to start a new draft from it with the media and channels already set; the original stays untouched. Templates are shared with everyone in the workspace.

Under Settings, Approval chain, define one to five steps and who may sign each: any reviewer or admins only. Then:

1. An editor sends a post for approval. It moves through the steps in order; the Approvals page and the sidebar badge show what is waiting for you.
2. Each approver opens the post with its previews, and approves or rejects with a note. A rejection at any step returns the post to draft with the note attached.
3. You cannot approve your own request. When the last step passes, the post is Approved and can be published or scheduled.

Workspaces without a chain skip this; anyone with publishing rights posts directly.

• Pick Schedule on any approved post and choose a date and time. Times are read in the workspace timezone (Settings), and "suggested" chips fill the slots that performed best for you historically.
• The Calendar shows the month with scheduled posts in violet and published ones in green; drag a scheduled post to move it.
• YouTube and Mastodon schedule on the platform itself; everything else is sent by OmniBrand at the time you chose.
• A failed publish retries automatically with increasing delays. Each account is capped at 10 publishes per hour; anything beyond waits for the next hour. Records shows the outcome of every attempt.

A queue is a weekly pattern of slots, for example Sunday to Thursday at 9:00 and 17:00 for Instagram. Under Publish, Queues, create one per channel or channel group. When you finish a post, choose Add to queue instead of a time; it takes the next free slot, and the rest shuffle behind it. Reorder by dragging; pause a queue to hold everything in it.

Publish, Records lists every post that left OmniBrand: channel, time, who approved it, the platform's own link, and the error text if it failed. Where the platform supports it, Retract deletes the post on the platform from here; where it does not (TikTok, Instagram, email), the record says so and you delete it on the platform. Records also holds newsletter deliveries per subscriber and is included in the compliance export.

Comments, mentions, DMs, WhatsApp messages, website chats and emails arrive as conversations, newest first, with the channel badge and the contact's name. Filters narrow by channel, status, assignee, priority and tags; the search box finds text inside messages.

• Reply in the box at the bottom; the answer goes back on the same channel, with attachments where the channel allows. Emails keep their thread.
• Claim a conversation or assign it to a teammate; set priority; add tags; set a reminder and the conversation comes back at that time; resolve or archive when done.
• Canned replies save answers you type often, in English and Arabic. Suggest reply drafts an answer with your AI key for you to edit; Translate shows a message in your language.
• New messages appear live without refreshing, and the bell tells you when something arrives while you are elsewhere.

Blocking a contact or marking them as spam silences them across all channels.

Every person who writes to you becomes a contact with their conversations from all channels in one place, their handles, email and phone where known, and notes your team adds. Mark a conversation as a lead to move that person to Leads with a stage and an owner, so sales follow-up does not get lost among comments. Refresh pulls the latest profile picture and name from the platform.

• Campaigns: under Engage, WhatsApp campaigns, pick a number, an approved message template from Meta, the language and the recipients (a contact list or a CSV). Sends respect Meta's rules; every delivery, read and reply is recorded on the campaign.
• Calls: enable calling on the number's card. Agents then see a call button on WhatsApp conversations and can answer incoming calls in the browser with a headset; the call log sits in the conversation.

Measure, Analytics shows impressions, reach and engagement for the last 30 days, per channel and per post, with a sortable top-posts table. Metrics come from the platforms' own APIs; platforms that give no audience statistics are marked as such on the Channels page.

• Share report creates a public link valid for 30 days, for a client or a manager without an account.
• Download PDF exports the same report.
• The AI narrative summarises what changed and why, in English or Arabic, using your AI key.

Older metrics are kept as monthly totals after a year.

The Dashboard shows scheduled and published counts, pending approvals, inbox load, channel health and the best performing content, for the current workspace. Health insights read those numbers and tell you in plain words what to do next: a channel about to expire, a queue running dry, a conversation waiting too long.

• Market Watch tracks competitor accounts and topics you choose, in the language and region you set, and summarises what is trending with your AI key. Turn a finding into a draft with one click.
• Monitor watches keywords and mentions across your connected channels and alerts you when something spikes or turns negative.

Both are available on plans that include them; the Channels page and pricing page list which.

Set up, Brand holds who you are: a description of the business, the tone of voice (with examples), the audience, the languages you post in, the hashtags to always or never use, and words to avoid. You can also let OmniBrand discover a first draft of the profile from your connected channels and website. Every AI feature, from the Create buttons to the Studio to suggested replies, reads the profile, so you never have to repeat it in a prompt. One profile per workspace, so agencies keep each brand separate.

1. Open Settings, AI providers, and paste a key from OpenAI, Anthropic, Google Gemini or xAI Grok. OmniBrand checks it immediately and shows the models it can use; pick a default model if you like.
2. Keys are stored encrypted and never shown again; replace or delete them any time.
3. Text features (captions, rewrites, hashtags, ideas, suggested replies, narratives) use your first text key unless you choose another per request; image features use the providers that can draw.

Your plan counts AI generations, but the tokens are billed by the provider to you directly. Without a key of your own, the AI features stay off unless OmniBrand has granted your organisation platform access.

The bell in the header collects everything that concerns you: a post waiting for your approval, a publish that failed, a new inbox message, a mention, a reminder that came due, a channel about to expire. Under Settings, Notifications, choose which of these also reach you by email and whether you want a daily digest. Notifications are per person, not per workspace.

Create a workspace per brand or client from Set up, Workspaces, and switch with the selector at the top of the sidebar; every page then shows that workspace's data. Each workspace has its own channels, members and roles, brand profile, approval chain and timezone (Settings). The timezone decides how scheduled times are read and when digests arrive. Your plan sets how many workspaces you can have.

• Export: admins can export a workspace's content, metrics, brand profile, members and audit trail as JSON from Settings; the download link lives 15 minutes. Access tokens are never included.
• Deletion: the data deletion page on the public site explains how to remove your data or your whole account; disconnecting a channel also revokes our access on the platform side.
• Privacy: the privacy policy describes what is stored, where (Azure, in the region shown on the company page) and for how long. Media links expire, and old metrics are rolled up after a year.

Every plan includes all channels, the inbox, approvals, analytics and unlimited AI on your own key. Plans differ in how many channels, workspaces, members, posts and AI generations per month you get, and in the extras (Market Watch, WhatsApp campaigns, priority support).

• Free: try everything with small limits, no card.
• Starter, Pro and Agency: monthly in US dollars; the pricing page lists the current prices and every limit. Prices shown in another currency are indicative - the charge is always in dollars.
• Enterprise: on request, for larger teams and custom terms.

When you hit a limit the app tells you which one and links to Settings, Plan and billing, where upgrading takes effect immediately. Downgrade or cancel at any time; the plan runs to the end of the paid period.

• Pay with Visa, Mastercard or mada; card details never touch OmniBrand's servers, and the amount is charged in US dollars.
• Every payment produces an invoice. Where tax is due it is shown as a separate line, with our tax number and, if you entered one, yours. Download invoices under Settings, Plan and billing.
• Plans renew monthly on the saved card. If a renewal fails you keep access for a grace period while we email you; update the card to continue.
• Paying early extends the current period rather than replacing it.

This happens when a password changed, someone removed OmniBrand in the platform's settings, a page changed owners, or the platform's permission simply reached its end date. Click Reconnect on the channel and sign in again. On Facebook, Instagram, Threads and WhatsApp, Meta reuses your last choices unless you choose Edit settings in its window and tick every page, account or number you want. Scheduled posts on that channel resume once it is healthy.

1. On the Channels page, check the number's card. If it says Inbox webhooks not subscribed or Revoked, click Reconnect and, in Meta's window, choose Edit settings and include this number.
2. If the number is missing altogether, it was not opted in during the last connect; reconnect and tick it.
3. Send a test message from a personal phone to the number. It should appear in the Inbox within a few seconds.
4. Still nothing: another tool may have taken over the number's webhook in Meta. Reconnecting in OmniBrand claims it back.

A bounce that says "Your organization does not allow external forwarding" comes from Microsoft 365's outbound spam policy, which blocks automatic forwarding to other domains by default, and some tenants cannot change it. You do not need forwarding: on the Email card choose Connect, enter the address, and pick Sign in with Microsoft. For a shared mailbox, sign in with your own account that can open it and then enter the shared address as the mailbox to watch. OmniBrand reads the mailbox directly every minute and replies from it, with no forwarding rule at all.

OmniBrand is updated often. A tab that was open across an update reloads itself once to pick up the new version. If a page still shows an error, refresh it; if the error returns, it is recorded on our side automatically, and writing to support with the time, the page and your browser lets us find it at once. The status page shows whether anything platform-wide is going on.

Write to the support address shown in the footer of every public page, from the email you log in with, and include the workspace name, the channel or page concerned and what you expected to happen. Paid plans get priority. The status page lists any incident we are working on, and this help centre is searchable with the assistant in the corner of every public page.