Using Omni in Slack

Objective

This article explains how to use Omni — Outreach's AI assistant — directly from Slack. Omni in Slack lets you ask sales-related questions and get answers without leaving your Slack workspace, either through a private conversation with the Outreach app or by inviting Omni into a Slack channel. It works the same way as Omni in the Outreach product.

Applies To

• Outreach Users
• Outreach Admins
• Slack
• Omni

Before You Begin

• An Outreach Admin must enable Omni for your organization.
• An Outreach Admin must enable Omni in Slack channels and confirm which channels or surfaces it's available in. See Admin Configuration below.
• Your org must have the Amplify package. Contact your Outreach account representative if you're unsure.
• The Outreach Slack integration must be connected to your workspace. If the Omni bot doesn't appear in Slack, ask your admin to verify the integration is set up.

Procedure

Chat with Omni in the Outreach Slack app

1. Open Omni in Slack. In your Slack workspace, find the Outreach app under Apps or in your direct messages, and click it to open the conversation.
2. Type your question or request. Talk to Omni the same way you would in Outreach — you can ask questions in natural language, with no special commands or syntax required.
3. If you're connected to more than one Outreach instance, choose the instance you want to use.
4. Review Omni's response. Omni replies directly in the Slack conversation. For multi-step requests, Omni guides you through the steps one at a time.
5. Continue the conversation any time — your chat history is saved, so you can pick up where you left off.

Not sure what to ask? Start with a simple prompt like "Show me my open opportunities" or "Summarize my last call with Acme Corp" to get going.

Chat with Omni in a Slack channel

1. Invite Omni into a channel by typing /invite @Outreach.
2. Mention @Outreach along with your question. Omni replies in a thread to keep the channel organized.
3. Continue the conversation in that thread. Only the person who started the thread can ask follow-up questions in it — others in the channel can follow along but can't add their own questions to the same thread.
4. If you're connected to more than one Outreach instance, Omni asks you to choose which instance to use before answering.

Availability in channels depends on how your admin has configured surface scope and channel exceptions. If Omni doesn't respond when mentioned, check with your admin or see Troubleshooting below.

What You Can Ask Omni

Omni can help with a wide range of sales tasks directly from Slack:

• List and analyze your pipeline, top deals, or stuck opportunities
• Review account and prospect details, including engagement history
• Search and summarize emails, meetings, and call transcripts
• Provide performance metrics, leaderboards, and trends for you or your team
• Draft follow-up emails based on recent meetings or customer interactions
• Explain Outreach sales terminology and workflows

Usage of AI

Outreach Omni uses AI to generate responses, which may occasionally be inaccurate or incomplete. Review and verify outputs before relying on them.

Admin Configuration

Admins control where and how Omni works in Slack from Administration. From there, admins can enable the feature, choose how replies appear, limit where Omni is available, and block specific channels.

• Enable Omni in Slack channels. Turn Omni in Slack channels on or off for your workspace. When it's off, Omni doesn't respond to requests in Slack.
• Message visibility in channels. Choose how Omni replies when it's mentioned in a channel: standard visible messages that everyone in the channel can see, or ephemeral messages that only the requester sees, with sharing disabled.
• Surface scope. Define where Omni is available in Slack: everywhere, restricted to DMs, App Home, and private channels, or restricted to DMs and App Home only. When restricted to DMs and App Home, Omni doesn't respond in any channel, even if it's invited.
• Channel exceptions. Block Omni in specific channels regardless of the surface scope setting above. This is useful for sensitive or executive channels.

Additional Information