Omnichannel customer support
Omnichannel customer support is an approach where customers can interact with a business across multiple channels (chat, email, phone, social media, messaging apps) with a seamless, consistent experience — meaning the customer's context and history carry over regardless of which channel they use or switch to.
This is distinct from multichannel support, where a company offers multiple channels but each operates independently. In a multichannel setup, a customer who starts on chat and follows up via email has to re-explain their issue. In an omnichannel setup, the email agent sees the full chat history and picks up where the conversation left off.
True omnichannel is hard to implement because it requires:
Unified customer identity: Recognizing the same customer across channels (email address, phone number, account ID)
Shared conversation history: A single view of all interactions regardless of channel
Consistent policies and capabilities: The same actions available whether the customer is on chat, email, or phone
Intelligent routing: Directing customers to the right channel and agent based on their issue and preferences
AI agents simplify certain aspects of omnichannel while making others more complex. An AI agent can inherently maintain context across a conversation — it doesn't forget the first half when the customer switches channels. However, ensuring consistent AI behavior across channels (chat is instant and interactive; email is asynchronous and longer-form) requires thoughtful design.
The practical question for most CX teams is not "should we be omnichannel?" (yes) but "which channels matter for our customers?" and "where should we invest in AI-first experiences vs. human-first experiences?"
Related terms: customer journey mapping, AI concierge, ticketing system
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Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.