Omniserve
Deliver smarter customer support & manage your team's performance.
21 articles
- OmniServe OverviewAn introduction to OmniServe — what it is, the channels it supports, and how it centralizes customer interactions across all touchpoints into one unified inbox.
- OmniServe Overview (FAQs)Common questions about OmniServe's capabilities, supported channels, and how it fits into the Lucidya platform.
- Inbox basics: views, statuses, and conversation lifecycleLearn how the OmniServe inbox is structured — how to use views to filter conversations, what each conversation status means, and how a conversation moves from open to resolved.
- Inbox basics: views, statuses, and conversation lifecycle (FAQs)Answers to common questions about inbox views, conversation statuses, and what happens at each stage of the conversation lifecycle.
- Tags, notes, and custom fields: Structuring conversations in OmniServeA guide to using tags, internal notes, and custom fields to categorize, enrich, and organize conversations for better tracking and reporting.
- Tags, Notes, and Custom Fields in OmniServe – FAQsFrequently asked questions about creating and applying tags, writing internal notes, and configuring custom fields in OmniServe.
- How to Configure and Use Custom Fields in EngagementsView and update custom field values directly within active engagements, and ensure required fields are completed before selecting configured completion reasons.
- Assignment logic in OmniServeAn explanation of how OmniServe determines who handles each conversation — the rules, conditions, and priorities that drive automatic assignment.
- Assignment logic in OmniServe (FAQs)Common questions about how assignment rules work, what triggers them, and how to troubleshoot unexpected assignment behavior.
- Assignment: Routing vs. manualA quick guide to the two assignment methods in OmniServe — automated routing and manual assignment — when to use each, and how they differ.
- Assignment: Routing vs. Manual (FAQs)Answers to common questions about choosing between routing and manual assignment, and how both methods can be used together.
- How to Add a New Channel in Channel AnalyticsA step-by-step guide to adding a new channel in Lucidya's Channel Analytics — covering all supported categories, available platforms per category, and Chats-specific configuration including bot setup and session settings.
- How to Review Managed Channel InteractionsA guide to using the Overview page in Managed Channels Analytics — covering key performance metrics, available filters, and the full breakdown of interaction charts including themes, dialects, demographics, and…
- Reply smarter in OmniServe: Saved replies, AI suggestions, and customer profileLearn how to respond faster and more effectively using saved reply templates, AI-powered reply suggestions, and customer profile context — all available directly from the conversation view.
- Reply smarter in OmniServe: Saved replies, AI suggestions, and customer profile (FAQs)Common questions about setting up saved replies, how AI suggestions are generated, and how the customer profile panel works.
- Escalating conversations: When and How to involve a human agentA guide to recognizing when a conversation needs to be escalated from an AI Agent to a human agent, and the steps to do it correctly.
- Escalating conversations: When and How to involve a human agent (FAQs)Answers to common questions about escalation triggers, escalation flow, and what happens to the conversation after escalation.
- AI Agent behavior and controls in OmniServeAn overview of how the AI Agent operates within OmniServe — where it's active, what shapes its responses, and the controls available to manage and fine-tune its behavior.
- AI Agent behavior and controls in OmniServe (FAQs)Common questions about AI Agent configuration, response quality, and how to adjust its behavior across different conversation types.
- OmniServe Analytics OverviewAn overview of OmniServe's analytics capabilities — the key metrics tracked, available reports, and how to use data to evaluate team performance and conversation quality.
- OmniServe Analytics Overview (FAQs)Frequently asked questions about OmniServe analytics, available report types, metric definitions, and data refresh behavior.