Frequently asked questions

OMAI connects your business WhatsApp number to an AI assistant that answers your customers in Hebrew or English from the business information you give it, and hands the conversation to your team when a person is needed. See What OMAI is.

No. You can connect a number you already use — including one that is live in the WhatsApp Business app on your phone. If you would rather keep your personal line out of it, you can buy a dedicated number through OMAI instead. See Your options for a number.

Connecting the number is usually a few minutes of clicking, most of it inside Meta’s own window. The part that takes real time is writing down what your business does — hours, services, prices, policies and the questions customers actually ask. Some accounts also wait on a Meta approval step.

No. Signing up creates a 14-day trial on the Starter plan without any payment details. The trial ends after 14 days; you are charged only if you choose a plan and enter payment details yourself. See The free trial.

As soon as a WhatsApp number is connected. There is no separate “go live” switch. The setup checklist and the dashboard’s launch badge track how far you have got with setup — they do not hold the assistant back. Finish your knowledge base before you connect, not after. See The launch checklist.

Yes — the dashboard has a simulator where you chat with the assistant and see which pieces of your business information it drew on. Treat it as a close preview, not a mirror: it is generous about handing off, and it does not send anything to WhatsApp. See The test simulator.

Hebrew and English. The assistant works out which one the customer is writing in and replies in that language, and the dashboard itself is available in both. See Language and tone.

Yes. Invite colleagues from the Team screen and give each one a role — Owner, Admin, Agent or Viewer. How many people fit depends on the plan: 2 on Starter, 5 on Growth, 15 on Pro. See Inviting your team.

Not if your number connects on the coexistence path: the number stays live in the WhatsApp Business app and OMAI answers alongside you. Meta decides which path a number is eligible for, and it decides that inside its own window — so the result depends on your current setup. See Keeping WhatsApp on your phone.

Disappearing messages, view once, live location and broadcast lists stop working on a connected number. That is a WhatsApp Business Platform restriction, not an OMAI setting, and it applies for as long as the number is connected.

Meta. The guided check before the pop-up tells you which path your answers point to and what to prepare, but the decision itself is made inside Meta’s window and can differ from the prediction. See The guided check.

On the coexistence path Meta can push up to six months of history and your contacts into OMAI after you connect, if you agree to it in the pop-up. It arrives in the background over the following minutes and is best-effort — some conversations may not come across. On other paths no history is imported.

One connected number is included on Starter and Growth. Pro and Custom include the multiple-numbers entitlement, which is what lets a second number connect. See Managing connections.

Yes. Meta bills WhatsApp messaging on its own rates, directly to the WhatsApp Business account behind your number. Those charges never appear on an OMAI invoice.

Messages stop being delivered to OMAI, and the assistant stops answering on that number straight away. Your conversations, contacts, knowledge base and settings stay in OMAI exactly as they were, and reconnecting is running Embedded Signup again.

OMAI is an independent technology provider built on Meta’s official WhatsApp Business Platform (Cloud API). Registering as a tech provider is self-service; it is not a certification, a partnership or an endorsement by Meta.

From the business information in your knowledge base — your profile, services, FAQs and uploaded documents — which is searched on every incoming message and passed to the model with the instruction to answer from it and not to invent prices, availability, promotions or policies. See How retrieval works.

Yes. It is an AI system, and answers can be wrong or incomplete — most often where your knowledge base is thin or two documents disagree. A groundedness check runs on live answers in observe-only mode: it records what it found, and it does not block a reply. Read real conversations in the inbox regularly. See When answers are wrong.

When the customer asks for a person, when the wording reads as angry or frustrated, and when the message touches a medical, legal, financial or emergency topic. It also hands over when its own reply fails the output safety check, and when your plan allowance has run out. No confidence score is computed anywhere. See Handing over to a person.

One short acknowledgement — in English, “Thanks! I’m connecting you with a team member who will get back to you shortly.” — and then nothing further from the assistant on that conversation. The conversation moves to Waiting for agent in your inbox.

Yes. Open the conversation and pause the AI; anything you write then goes out under your business name, and you can hand the conversation back to the assistant when you are done. See Taking over a conversation.

You can set opening hours and an after-hours message. Closing hours changes what the assistant says — it does not switch the assistant off. If you want it silent, pause it. See Business hours and Pausing and resuming.

By default only conversations that start after you connect. You can change that to everyone from the connection’s settings. It also steps back for a while after you answer a customer yourself from your phone, so you are not talked over. See Keeping WhatsApp on your phone.

Not immediately. An upload is extracted, split and indexed by a background worker; a small file is usually usable within a few minutes, a long PDF takes longer. The document’s status on the Knowledge screen tells you when it is ready. See Uploading documents.

No. The Leads screen reads and updates lead records, but nothing in OMAI creates one — not the assistant, not an import, not a button. In practice the screen stays empty. Track enquiries with conversation tags and internal notes instead. See Leads.

One reply the assistant sends to a customer on WhatsApp that the messaging provider accepted — at most one per incoming customer message. Incoming messages, replies your team writes, and messages in the test simulator are not counted. See What counts as usage.

Starter stops at 1,250 answers in a period. Growth keeps answering into a fair-use band up to 6,000 and Pro up to 15,000, then stops. When answering stops, incoming customer messages still arrive and are stored, and each one is handed to your team in the inbox. Nothing is charged per answer above the plan.

For Israeli prices, yes — ₪249, ₪699 and ₪1,499 include VAT at 18%, and the amount on the card is the amount charged. The invoice splits the same total into net and VAT.

No. Every plan is billed monthly, and the dashboard offers no annual option.

From Billing → Available plans → Switch to this plan, as an Owner or an Admin. There is no proration: switching starts a fresh checkout at the new plan’s full monthly price, charges it immediately, and restarts the billing period. The unused part of the old period is not credited. Ask us first if the timing matters. See Changing your plan.

On the Billing & plan page, in the Cancel subscription card. Cancellation takes effect at the end of the period you have already paid for — the plan runs to that date and is not renewed. Until then you keep full access, and a Keep my subscription button reverses the decision.

The Invoices table on the billing page lists every charge, with a View link to the document once it has been issued. Israeli customers get a חשבונית מס/קבלה per paid invoice, and a תעודת זיכוי for a refund. See Invoices and receipts.

Not at once. A failed renewal puts the subscription in Past due with full service while the charge is retried on the following days. Only after the retries are exhausted do AI replies pause — your team can still reply by hand, and incoming messages are still received. See When a payment fails.

Not at the moment. The dollar and euro price points are built, but international checkout is not switched on — an organization registered outside Israel that starts a checkout is told to contact us and we set the plan up by hand. See Buying from outside Israel.

Only an Owner or an Admin can start a checkout, change plan, cancel or update the card. Viewers and Agents can see the billing page but cannot act on it.

The application, database, file storage and secrets run on Microsoft Azure in Sweden Central. Some subprocessor processing — AI inference, message delivery, sign-in, payments — happens in other regions, including outside the EU. The Privacy Policy names each subprocessor and how transfers are handled.

Traffic is encrypted in transit with HTTPS/TLS, and the database and file storage are encrypted at rest. WhatsApp access tokens are held in Azure Key Vault rather than in the database. Message content is processed in plain text by the application and by the AI subprocessor in order to produce a reply. See How your data is handled.

Access is restricted to a separate operator role used for support, and privileged actions taken through it are recorded in an audit log. It is a deliberately narrow role, not an open door — and not an absolute guarantee that nobody can look. See Who can see your data.

Replies and search embeddings are generated through Microsoft’s Azure OpenAI Service. Under Microsoft’s terms your content is not used to train Microsoft’s foundation models; Microsoft may process content for abuse monitoring under those same terms.

Yes. Settings → Account & privacy → Export your data builds one JSON file covering the whole organization — conversations, messages, contacts, settings — and downloads it straight to your computer. There is no date filter and no per-conversation export. See Exporting your data.

An Owner submits a deletion request from Settings → Account & privacy. There is a short window in which it can still be undone, after which processing on the account stops and removal runs. Invoices and tax records are kept for the period the law requires, and copies can persist in backups until those age out. Export first — you cannot export afterwards. See Deleting your account.

Yes, and that responsibility stays with you. You are the business messaging your customers; OMAI processes those messages on your instructions. WhatsApp also has its own rules about who a business may message and when. See Customer consent.

In order: is the conversation paused or already handed to a person; does the connection still say Connected; has the plan allowance run out; is the subscription unpaid. The inbox tells you the first two on the conversation itself. See The assistant is not answering.

There is no button. Connecting a WhatsApp number is what makes it live, and OMAI finishes the setup for you: within seconds the Your assistant card on the Overview shows Live, with the number underneath. Everything in the setup wizard makes the answers better and is optional.

Sessions are cookie-based and are ended deliberately when a password changes or a session is revoked. If it happens without either, tell us the email address and roughly when it started. See Sign-in problems.

Check the spam folder first, then confirm the address on the Team screen. An invitation link is single-use and expires; if it has, send a new one. See Team invitation problems.

Language is detected from the customer’s message, so a short or mixed message can be read the wrong way. A default language for the assistant is set in Assistant Settings. See Language problems.

The phone number involved, the time you sent the message, what you expected, and what happened instead — plus a screenshot if there is one. That is usually enough for the first reply to be an answer rather than a question. See Contacting support.