In OmniServe, agents have access to built-in tools that help them craft faster, clearer, and more personalized replies without starting from scratch each time. Based on saved replies, AI suggestions, and customer profile history, agents can deliver confident, consistent responses that align with the brand’s tone and enhance the quality of every engagement.

Saved replies are pre-written, reusable responses that agents can quickly insert during customer conversations. Created and managed by team leaders, these replies are designed to answer common or recurring questions while maintaining a consistent tone aligned with the brand's voice.

Agents can use saved replies in both public comments and DMs, selecting from a variety of replies organized into collections. These collections can be created, edited, or deleted by team leaders from OmniServe configuration to help teams structure their responses by topic, use case, or priority.

By using saved replies, agents save time, reduce variability, and ensure every message reflects the brand’s communication style.

Agents can choose from available saved replies grouped by collections making it easy to respond faster.

AI reply Suggestions are context-aware draft replies that agents can generate by clicking the AI Suggestions button in the reply field. They're shaped by configured inputs such as brand tone, business details, and uploaded documents ensuring responses stay consistent, relevant, and aligned with how the brand communicates. These inputs are managed by team leads through the AI Assistant settings, where tone, values, and reference material are defined through a defined knowledge base.

Each suggestion includes a confidence score and is fully editable. Agents can review, modify, send, or ignore the suggestion as needed. Suggestions are never sent automatically they are crafted to support agents, especially in high-volume or repetitive scenarios. Helpful replies can also be saved for future use in the saved replies collections.

Each AI-generated reply includes a confidence score to help agents assess how closely the suggestion matches the customer’s message.

OmniServe gives agents access to a customer’s full interaction history inside the conversation view. This includes the customer’s profile picture, username, and a log of all previous engagements. Having this context in one place allows agents to respond faster and with greater awareness, picking up where previous conversations left off without repeating questions or missing key details. This built-in context helps agents handle follow-ups and ongoing conversations with more clarity and confidence.

Quick access to profile and past conversations inside the Inbox