You can now send, receive, and manage emails directly in OmniServe, just like any other engagement channel. With Email added as a native data source, agents can manage customer emails inside the unified inbox, route conversations, assign team members, and apply SLAs—all without switching platforms.
Instructional Video
Watch this video for a step-by-step on setting your email integration with OmniServe.
What You Can Do with Email in OmniServe
Connect and authenticate your organization’s email inbox.
Receive incoming customer emails as engagements.
Reply to emails from within OmniServe.
Assign emails to agents or teams.
Route email traffic using Lucidya’s routing engine.
Step-by-Step: Setting Up Email as a Channel
1. Navigate to Omnichannel Settings
Go to Omnichannel → Manage Channels
Click Add Channel and select the Emails category from the list of supported sources.
2. Authenticate the Email Account
Click Add New Email Account, then you will be redirected to the authentication page.
Enter your email address and follow the authentication process.
Once authenticated, you will have to select the added email account and then add it as a channel.
3. Enable Email Channel in OmniServe
Go to OmniServe Configurations → Omnichannel (Channels), add your email channel to this list to enable receiving emails in OmniServe.
4. Configure Email Routing
After adding the email channel, go to Settings → Inbound Routing.
Define rules for who should receive incoming emails (based on conditions, such as the platform, the account, etc.).
Set SLAs and default teams/agents for routing.
Managing Emails in OmniServe Inbox
Emails will appear just like other engagements.
Each email is tracked and timestamped.
Notes, AI suggestions, assignments, and saved replies are all supported.
Replying to Emails
You can choose to simply Reply, Reply All, or Forward on the email engagement.
Use rich text formatting and saved replies.
Attach files if needed.
Filtering
Use Filters → (Data Source → Email, Channel → Email channel, or Engagement Type → Emails) to isolate email engagements.
All SLAs, inbound routing, and manual assigning are available for emails.
Permissions and Access Control
Only agents with access to the email channel can view and reply.
Channel-level permissions are managed in User Settings → Channel Access.
Go to Settings → Users, choose the user needed and edit the advanced permissions of this user to include email channels and accounts to be able to receive and reply to emails received.
FAQs
1. Are email threads grouped by conversation?
Email threads are not currently supported. For now, each email will be received as an individual conversation/email.
2. What happens if authentication fails or expires?
You’ll receive an alert. You can re-authenticate any time from Omnichannel → Manage Channels, or from Settings → Authentications.
For more guidance, contact Lucidya Support. 🚀