Omniserve
Deliver smarter customer support & manage your team's performance.
20 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.
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.