One guide for every customer touchpoint.

One protected sign-in

Ozibus Identity

Central login and session security for the Ozibus suite, including MFA, passkeys, active-session controls, and application access.

Primary tools

Central login MFA Passkeys Session controls App access

Recommended workflow

1. Sign in at ozibus.com.au/login
2. Complete MFA or passkey verification
3. Open the Identity app launcher
4. Move to the authorised product workspace

The account uses a named user MFA or a passkey is configured Product permissions are reviewed after sign-in

Open Ozibus Identity

AI customer service operations

SupportPilot

Run AI-assisted support, live agent conversations, knowledge workflows, escalations, and service analytics in a merchant-scoped workspace.

Primary tools

AI support Agent inbox Knowledge Escalations Operations

Recommended workflow

1. Open SupportPilot from the App Suite
2. Confirm the merchant workspace
3. Configure support policies and knowledge
4. Monitor conversations and handoffs

The merchant domain is verified Agents have named accounts and scoped access Human escalation and recovery paths are tested

Open SupportPilot

Operations command center

Ozibus App

Core workspace for account, billing, reports, teams, API keys, settings, and platform operations.

Primary tools

Dashboard Accounts Reports Settings Roles Permissions

Recommended workflow

1. Complete merchant profile
2. Add team roles
3. Review account balance and package access
4. Open service workspaces

Account profile is complete Users have scoped roles Account Balance and package status are understood

Open Ozibus App

SMS, bulk sends, delivery logs

Messaging APIs And SMS

Reach customers with programmable SMS, phonebooks, sender IDs, campaigns, queue visibility, and delivery reporting.

Primary tools

Compose SMS Campaign list Queued SMS Phonebook Sender ID SMS Manager

Recommended workflow

1. Confirm sender ID
2. Select phonebook or segment
3. Draft message
4. Check cost and opt-out
5. Send test
6. Monitor delivery

Phone numbers are valid Promotional messages include opt-out guidance Ozibus Account Balance covers the campaign

Open Messaging APIs And SMS

Campaigns, templates, system mail

Email Delivery

Send transactional and marketing email with templates, tracking, preferences, variables, sender control, and inbox readiness checks.

Primary tools

Mail compose Template builder My Templates Variables Tracking Preferences

Recommended workflow

1. Verify domain
2. Build template
3. Add variables
4. Run Quality
5. Send test
6. Launch and monitor events

Domain is authenticated Subject and preheader are set Links and variables resolve correctly

Open Email Delivery

Consent, audiences, and opt-outs

Marketing Email API

Capture consented subscribers, retrieve verified-domain audiences, attach segmentation tags, and honour unsubscribe requests through merchant-authenticated APIs.

Primary tools

Newsletter endpoint Subscriber retrieval Tags Consent records Unsubscribe

Recommended workflow

1. Verify the sending domain
2. Create a server secret key
3. Whitelist the integration IP
4. Capture consent
5. Sync the audience
6. Respect opt-outs

Secret keys stay server-side The source domain belongs to the merchant Every marketing send has a working unsubscribe path

Identity and trust

Verify And OTP

Protect signups, login, resets, payments, and sensitive actions with short-lived verification codes and audit trails.

Primary tools

SMS OTP Email OTP WhatsApp OTP Audit logs Rate limits

Recommended workflow

1. Choose channel
2. Generate code
3. Send code
4. Verify server-side
5. Expire after use
6. Record audit event

Codes expire quickly Resend attempts are limited Verification failures do not expose sensitive details

Open Verify And OTP

Live support suite

Customer Chat

Run live chat with a public widget, agent inbox, routing, tickets, knowledge base, AI Assist, and usage visibility.

Primary tools

Widget Studio Join Chat Agent Setup Tickets Knowledge Base AI Assist

Recommended workflow

1. Create widget profile
2. Publish snippet
3. Configure agents
4. Add knowledge articles
5. Test routing
6. Monitor conversations

Agents are active and available Widget profile is published SLA and assignment rules are tested

Open Customer Chat

Appointments and queues

Scheduling

Manage booking pages, services, staff, resources, availability, queues, reminders, customer portals, and public scheduler widgets.

Primary tools

Appointments Office hours Locations Profession setup Queues Customer portal

Recommended workflow

1. Create services
2. Set availability
3. Add staff and resources
4. Configure reminders
5. Install widget
6. Test conflicts

Timezone handling is correct Server-side conflict checks work Reminder channels are tested

Open Scheduling

Audience activation

Broadcast

Launch product updates, release notes, announcements, in-app notifications, scheduled broadcasts, and audience campaigns.

Primary tools

Broadcast dashboard Audiences Segments Assets Analytics Embed flows

Recommended workflow

1. Define audience
2. Write announcement
3. Schedule broadcast
4. Publish display surface
5. Track engagement

Audience rules are accurate Message is short and specific Views and clicks are monitored

Open Broadcast

Customer data

Contacts And Audiences

Keep contacts, regions, phonebooks, opt-ins, opt-outs, preferences, and reusable segments ready for campaigns and support.

Primary tools

Contacts Phonebooks Segments Regions Preferences Suppression rules

Recommended workflow

1. Import contacts
2. Normalize fields
3. Group by purpose
4. Apply consent rules
5. Save reusable segments

Duplicates are removed Opt-out state is respected Promotional and transactional lists are separated

Open Contacts And Audiences

Queue and provider control

Campaign Operations

Inspect campaign lifecycle, queue totals, provider failures, retries, cost forecast, inbox readiness, and webhook events.

Primary tools

Campaign detail Schedule control Provider visibility Cost forecast Rendering QA

Recommended workflow

1. Review audience
2. Check readiness
3. Estimate cost
4. Launch or queue
5. Monitor provider events

Suppression rules are active Cost estimate is accepted Provider errors are reviewed after launch

Open Campaign Operations

APIs, SDKs, webhooks

Developer Platform

Integrate Ozibus through REST APIs, PHP SDK helpers, server-side keys, public widget keys, webhooks, and IP allowlisting.

Primary tools

API keys Webhooks Whitelisted IPs PHP SDK API docs Public widget keys

Recommended workflow

1. Create API key
2. Store secrets safely
3. Build first request
4. Register webhooks
5. Handle retries idempotently

Public and secret keys are not mixed Webhook handlers are idempotent Logs include request references

Open Developer Platform

Billing and usage control

Account Balance And PAYG

Manage the Ozibus Account Balance, top-ups, package access, PAYG usage, AI Assist billing, and transaction history.

Primary tools

Top-up Account Balance Pricing Transactions Packages Usage ledgers

Recommended workflow

1. Review balance
2. Top up before launches
3. Check package access
4. Review transactions
5. Watch usage costs

Account Balance covers planned usage Finance users can review transactions AI and chat PAYG charges are visible

Open Account Balance And PAYG

Trust and deliverability

Domains And Sender Identity

Verify domains, configure SMTP clients, manage senders, and protect deliverability for transactional and promotional mail.

Primary tools

Domain setup DNS verification SMTP clients Sender identity Preferences

Recommended workflow

1. Add domain
2. Verify DNS
3. Configure SMTP
4. Confirm From address
5. Send test
6. Monitor bounces

DNS records are correct Reply-to inbox is monitored Unsubscribe links work for promotional mail

Open Domains And Sender Identity

Health and performance

Analytics And Operations

Track delivery health, activity, uptime, support queues, scheduling load, transactions, system status, and webhook failures.

Primary tools

Dashboard System status Delivery reports Transaction reports Webhook logs Queue visibility

Recommended workflow

1. Check health
2. Review failures
3. Inspect queues
4. Compare usage and cost
5. Update playbooks

Daily dashboard review is assigned Failed deliveries are triaged Account Balance anomalies are investigated

Open Analytics And Operations

Reusable support answers

Knowledge Base

Create categories and articles that support customer self-service, live agents, AI Assist, and repeat issue reduction.

Primary tools

Categories Articles Workflow states Public Help Center Knowledge gaps

Recommended workflow

1. Create categories
2. Write short articles
3. Publish reviewed content
4. Update from repeated questions

Titles match customer language Outdated articles are reviewed Common tickets produce new articles

Open Knowledge Base

Enterprise meetings

Video Conferencing

Use the meeting scaffold for WebRTC sessions, LiveKit group rooms, host controls, waiting rooms, chat, presence, and RBAC.

Primary tools

Next.js web app Express API Socket.IO LiveKit JWT auth Meeting controls

Recommended workflow

1. Configure infrastructure
2. Set secrets
3. Enable TLS
4. Test signaling
5. Review recording policy

Development credentials are replaced TURN and TLS are production ready Recording storage policy is approved

Open Video Conferencing

Service combinations

Recommended customer journeys

Choose the customer outcome first, then connect the Ozibus services behind it.

Marketing and lifecycle

Segment audiences, launch broadcasts, send email and SMS, then follow engagement across every campaign touchpoint.

Broadcast Email SMS Contacts

Trust and onboarding

Verify accounts, protect resets, reduce fraud, and keep sensitive interactions auditable.

OTP Verify Audit Security

Support and retention

Route visitors from widgets into agents, tickets, knowledge articles, notifications, and quality review.

Chat Tickets Knowledge base Notifications

Appointments and operations

Coordinate services, staff queues, booking reminders, customer portals, and post-appointment communication.

Scheduling Queues Reminders Reports

Go-live control

Launch checklists

Use these checks before taking a merchant, campaign, support widget, booking flow, or integration live.

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Merchant launch

Account profile is complete KYC requirements are satisfied where needed Users and roles are configured Ozibus Account Balance is funded API keys are created only for approved technical users

Campaign launch

Audience and segment are correct Message copy is final Variables and links work Suppression rules are active Test message has been reviewed

Chat launch

Widget profile is published Website snippet is installed Agents are active and available Knowledge base has starter content Routing and SLA policies are tested

Scheduling launch

Services and durations are configured Office hours and blocked times are correct Conflict checks are tested Reminders are enabled Public widget works on mobile and desktop

Developer launch

API secrets are stored securely Public keys are used only for widget flows Webhooks are idempotent IP allowlisting is configured where needed Errors and request IDs are logged

First-response support

Troubleshooting

Start with these checks before escalating to engineering or provider support.

SMS not sending Ozibus Account Balance, sender ID, phone format, provider response, queue state, and opt-out state.

Email not delivered Domain verification, SMTP setup, From address, bounce events, HTML size, and unsubscribe link.

OTP fails Code expiry, resend limits, channel delivery, phone or email accuracy, and server-side verification.

Chat widget not updating Correct public key, widget profile ID, published version, browser reload, and CDN availability.

Booking unavailable Office hours, timezone, blocked time, service duration, resource conflict, and booking limits.

API unauthorized Merchant ID, secret key, public key usage, token expiry, and IP allowlisting.

Account Balance charge unexpected Campaign estimate, AI Assist usage, chat PAYG ledger, delivery count, and transaction report.