Sources
As of 10:12 · the period does not apply here
What Omni reads, how often, and what it is allowed to write back. A surface with no API is not hidden — it sits in the same table with the mode it actually runs in, so nobody mistakes a channel that is pasted in for one that is read.
Every surface
How each one is read, how often, and how a reply gets back out. A surface with no API sits in the same table as the rest, with the mode it actually runs in.
| Surface | Read | Reply goes out | Last read | Promise | Messages, 7 days |
|---|---|---|---|---|---|
| Trendyol · product questions | API | API | 4 min ago | 24 h | 106 |
| Trendyol · order questions | API | API | 4 min ago | 24 h | 52 |
| Trendyol · reviews | Weekly export | By hand | not on a clock | 72 h | 55 |
| Hepsiburada · product questions | API | API | 8 min ago | 24 h | 37 |
| Hepsiburada · reviews | Pasted in | By hand | not on a clock | 72 h | 20 |
| N11 · product questions | API | By hand | 22 min ago | 48 h | 17 |
| Pazarama · product questions | Pasted in | By hand | not on a clock | 48 h | 7 |
| Instagram · comments | API | By hand | 11 min ago | 12 h | 36 |
| Instagram · direct messages | API | By hand | 3 min ago | 4 h | 23 |
| API | By hand | 2 min ago | 2 h | 28 | |
| Mailbox | API | By hand | 6 min ago | 24 h | 15 |
| Complaint site | Pasted in | By hand | not on a clock | 24 h | 5 |
| Phone | Pasted in | — | not on a clock | — | 5 |
8 of the 13 surfaces are read on a clock and 3 can be written to through an API. The rest arrive as an export or by hand, which is why the report says where each of its figures came from rather than printing them all the same way.
What each one gives, and takes back
In plain words, surface by surface.
Trendyol · product questions
Reads. Questions waiting for an answer, with the listing they sit under and who asked, as the marketplace masks it.
Writes. The approved reply, through the seller API. Ten to two thousand characters; the marketplace scans it before it publishes.
Trendyol · order questions
Reads. Messages attached to an order, with the order reference and its current state.
Writes. The approved reply, through the same question endpoint. A missing or wrong item is sent back through the marketplace's own claim flow, never around it.
Trendyol · reviews
Reads. The weekly evaluations export from the seller panel: stars, text, product, date.
Writes. Nothing. There is no review API; the desk pastes the approved reply into the panel.
Reviews arrive once a week, so a review's own waiting time is known to the day, not to the minute.
Hepsiburada · product questions
Reads. Pending and answered questions, with the listing and the asking date.
Writes. The approved reply, through the seller API. The marketplace expects an answer inside one business day.
Hepsiburada · reviews
Reads. Nothing on its own. Somebody at the desk pastes the week's reviews in, or types the count for the report.
Writes. Nothing. Answered in the panel.
No export was found, so only what is pasted in is counted; the report says as much rather than guessing the rest.
N11 · product questions
Reads. Waiting questions, through the seller service.
Writes. Nothing. Reading works, answering does not; the draft is copied into the panel and the desk marks it sent.
Pazarama · product questions
Reads. Nothing on its own. No developer documentation is published, so the desk pastes the question in.
Writes. Nothing. Answered in the panel, where the shop's own templates are loaded.
Instagram · comments
Reads. Comments on the shop's own posts, newest first.
Writes. Nothing by itself. A comment reply is short and public, so it goes out from the phone after approval.
Instagram · direct messages
Reads. Conversations from the desk tool the shop already uses, through its webhook.
Writes. Nothing by itself. The approved reply is sent from the desk tool, which keeps the thread in one place.
WhatsApp
Reads. Conversations from the same desk tool, through its webhook.
Writes. Nothing by itself. Sent from the desk tool after approval.
Mailbox
Reads. The shop's public address, inbox and spam folder both, over IMAP.
Writes. A draft into the mailbox, addressed and signed. Sending stays with the person.
Complaint site
Reads. Nothing on its own yet. A corporate API exists but the documentation is not open; until it is, the desk pastes the complaint in.
Writes. Nothing. The formal reply is posted from the brand's own account.
Phone
Reads. Nothing. The desk types in what a call was about, and the switchboard's count once a month.
Writes. Nothing. Omni writes the note before the call and the log after it; the call is a person's.
Call length, who called and how often are the switchboard's to give. Until it does, the report carries the count somebody typed in and says so.
Credentials
The accounts are the shop's; the infrastructure is Omni's. Keys are stored against this tenant and shown masked.
Trendyol seller API
ConnectedAPI key · secret · supplier ID · ····4f2a
Questions in and answers out. The only surface where Omni both reads and writes without a person in the middle — and the approval still is one.
Hepsiburada seller API
ConnectedMerchant ID · user · secret · ····c81d
Questions in and answers out, inside the one working day the marketplace expects.
N11 seller service
ConnectedApp key · app secret · ····9b70
Reading only. Answering has no endpoint, so the draft is copied into the panel.
Instagram · Graph
ConnectedOAuth
Comments and, through the desk tool, direct messages. Replies are sent from the tool after approval.
Desk tool webhook
Needs a lookWebhook · API key · ····e4c2
WhatsApp and Instagram messages arrive; a conversation export was not found, so the report's WhatsApp counts are what the tool's own screen gives.
Mailbox · IMAP
ConnectedApp password · ····7a19
Inbox and spam both. Drafts are written back into the mailbox; sending stays with the person.
Complaint site
Not set upAPI key
A corporate API exists but the documentation is not open. Until access is granted, complaints are pasted in and answered from the brand's own account.
Order store
ConnectedInternal
The same normalised orders the Sales Cockpit reads, so a message about an order can be checked against it: status, courier, tracking and the day it is due.
Claims · Trendyol and Hepsiburada
ConnectedThe seller API keys above
Return, exchange and missing-item requests, read every fifteen minutes. A decision is written back only after a person approves it.
Web store return form
ConnectedInternal
The web store's own requests. Approved refunds go on finance's Thursday list; Omni writes the list and a person pays it.
What nothing measures
Stated once, here, so no other page quietly invents it.
Reviews, message by message
No marketplace publishes reviews through an API. Trendyol's arrive as a weekly panel export and Hepsiburada's as whatever is pasted in, so a review's waiting time is known to the day, not the minute.
Why a reply was edited
The desk records that a draft was changed before it went, not what the person was thinking. The Playbook's gap list is the closest thing to a reason, and it is filled in by hand.
Calls
The switchboard gives a monthly total and nothing else. Call length, repeat callers and what was said are typed in by whoever took the call, and the report says so beside the figure.
Whether the customer was satisfied, everywhere
One closing question rides on the last message where the desk writes it: e-mail, WhatsApp and Instagram messages. The marketplaces give the seller no second message, so their conversations are never asked, and the score is always printed with how many it covers. Sentiment elsewhere is the model's reading of what was written, not a score somebody gave.
What Omni is allowed to write
The rules that hold whatever a channel would technically permit.
- 1Every outbound message is a draft until a person approves it. There is no automatic send on any surface, including the two where the API would allow one.
- 2A public reply is scanned before it can be approved: links, phone numbers, e-mail addresses, account handles, order references and health claims. A failure blocks the send rather than warning about it.
- 3Omni never opens a return or a claim on a buyer's behalf; it drafts the message that asks the buyer to open one, because that is the route that gets the item replaced. Once a request is open, Omni drafts the decision line by line and writes it to the channel only after a person approves it.
- 4The closing question is not a message of its own. It is added to the closing reply a person approves, on the surfaces where the desk writes the last word.
- 5Omni never changes a price, a stock figure, an order or a refund. Where money moves, it writes the list and a person moves it.
- 6Personal data stays in the conversation. Order references, tax numbers, addresses and account numbers are not copied into the log, the report or any alert.
Schedules, approval routes and the channels an alert travels on belong to Automation Builder, the module that runs every department's timing. Module 09