⁉️ FAQs

For most users, Moderator is a safe default. They can use the product without changing critical settings or deleting data. Upgrade them to Manager or Team Leader only when they need to handle configuration and oversight.

Yes. Roles are set per product, so the same user can be a Manager in Survey, a Viewer in Social Listening, and an Agent in OmniServe, depending on what access you grant.

Yes. When you update a user's role or advanced permissions, the change takes effect as soon as it is saved. The next time they navigate in the product, they will see (or lose) the corresponding options.

This means the user has not been granted any role for that product. Assign Manager, Moderator/Agent, or Viewer (or Team Leader where applicable) to allow access.

Advanced permissions let you fine-tune access inside OmniServe and related features, such as which tabs are visible, who can create or edit saved replies, manage tags, export engagements, or perform bulk actions on engagements.

Yes. In Visible OmniServe tabs you can choose exactly which tabs (such as All Engagements, Unassigned, Teams Assigned) each user can see.

Branding changes (logo, colors, font) primarily affect exported and generated reports. Any in‑app visuals that support branding will be updated automatically where applicable.

Changing the company time zone updates how dates and times are displayed in reports and across Lucidya. Historical data is kept, but its timestamps will be shown relative to the new time zone.

Depending on your plan, you may be able to configure multiple domains or subdomains. If you need more than one, contact your Customer Success Manager (CSM) to confirm what is supported in your subscription.

After you add the DNS TXT and CNAME records, activation can take anywhere from a few minutes to 24–48 hours due to DNS propagation. Refresh the page in Lucidya to check your domain status. For more details, see Managing Company Settings.

Yes. As long as your organization's administrator has enabled multiple methods (Email, SMS, Authenticator App), you can go back to your security or 2FA settings and change your preferred verification method.

The initial email verification is an extra security step to confirm that you are making changes to your account, especially when enabling higher‑risk methods like SMS or an Authenticator App. For more details, see Set Up Two-Factor Authentication (2FA) for the First Time

Multiple failed OTP attempts may temporarily block further attempts for a short period for security reasons. Wait a few minutes and try again, or contact your administrator if you are locked out.

The authenticator app generates time-based codes offline, so you do not need an internet connection on your phone to read the code. You only need connectivity to log in to Lucidya.

Existing authenticated sessions typically remain valid until they expire. Users will be prompted to set up and use 2FA on their next login after you enable it.

The guide focuses on enabling 2FA for all users. If you need group‑based enforcement (for example, only admins or specific teams), contact your CSM to see what is available for your plan.

When you edit the 2FA methods (for example, add SMS or remove Email), users may need to re-confirm or update their 2FA setup at the next login using one of the allowed methods.

From the Users page, use the Add / Invite User option (if available in your account) to enter the user's email address, assign initial roles or product access, and send an invitation email.

When you deactivate a user, their login is blocked, but their historical activity, ownership of content, and logs remain in the system so that reports and audits stay complete.

Yes. Before deleting a user, review their owned dashboards, monitors, or configurations and reassign them to another user to avoid losing important assets.

Open the Teams page, select the relevant team, and review the members list. You can also use the team activity log to understand how that team is using Lucidya.

Changing team membership can affect which queues, assignments, and workloads they see in products such as OmniServe, depending on how your organization uses teams for routing and reporting.

In many setups, yes. A user can belong to more than one team, which allows them to see and work in multiple groups' queues or schedules, depending on how you configure teams and permissions.

Activity Log entries are captured in near real time as users perform actions. You can refresh the page to see the latest activity.

Log retention depends on your subscription plan and internal policies. If you need a guaranteed retention period (for example, for compliance), contact your CSM to confirm the available options.