When accessing the Omniserve product for the first time, you'll see an initial setup screen to begin "Omniserve Setup", which consists of three steps:
Step 1: Monitors and Channels
In this step, you can choose between Social Listening or Omni-Channel, but not both at the same time.
Here’s what to do:
🔹 For Social Listening:
Monitors: Select the monitors for data collection.
Choosing Public Accounts: Pick public accounts (X Platform, Facebook, and Instagram) authenticated in your company to respond to public posts and comments.
Adding New Accounts: Click on the "New Data Source" button to be redirected to the data source page for authentication. After authenticating, return to the setup page with your previous selections intact.
🔹 For Omni-Channel:
Display Channels: Select private messaging channels (X Platform, Facebook, Instagram) to display in the Omniserve product. If public channels are selected, a list of public accounts will appear for you to choose from.
Channels: Select direct messaging channels in Omni-Channel to respond to private messages (X Platform, Facebook, Instagram).
Publishing: Choose public accounts (X Platform, Facebook, Instagram) from the company settings to use for publishing new posts via the new publishing feature.
Step 2: AI Assistant
In this step, you can enhance the suggested AI responses by providing the following details in free-text fields:
Industry: Specify your industry.
Business Type: Define the type of your business.
Business HQ: Indicate where your business is headquartered.
Brand Tone of Voice: Describe the style and tone of your brand's responses.
Additional Brand Information: Provide additional details about your brand to refine responses.
Smart Customer Solutions (Optional):
Upload a Word document containing FAQs and your knowledge base.
Click the "Browse" button to open the file selector and upload your document.
Learning from Previous Interactions (Optional):
Enable this feature to gather data from:
Private messages in Omni-Channel.
Responses to questions from Social Listening.
Replies to posts in both Social Listening and Omni-Channel.
This allows the AI to learn from your company's past responses to improve suggestions.
Step 3: Saved Replies
In this step, you can create and manage saved replies for efficient interaction handling:
Create a New Saved Reply:
Click the "+ New Saved Reply" button to save a new reply. Provide a title (max 35 characters) and response content (max 280 characters).Delete Saved Reply:
You can delete saved responses by clicking the delete button.AI-Suggested Responses:
Click on "Suggested Responses" to get AI-generated suggestions based on the information provided in Step 2. You can add these suggestions to your saved responses.
Completing the Setup
Click "Finish Setup" to finalize the Omniserve product setup process.
After Setup
Once the setup is complete, you can access the configurations from the Omniserve product page. Here’s what you can do:
Omniserve Settings: Click the settings icon to access your Omniserve product configurations.
Save Changes: If any modifications are made, a save bar will appear at the bottom of the screen. You can save or discard the changes.
By following these steps, you’ll have your Omniserve product configured and ready to enhance your interactions using AI-powered responses efficiently.