How to Connect Email as a Data Source in OmniServe

OmniServe's email integration lets your support team receive, reply to, and manage customer emails inside the same inbox as your other connected channels. Agents can assign, route, and track email conversations without switching platforms.

What You Can Do

• Receive incoming customer emails as engagements in the OmniServe inbox
• Reply, reply all, or forward directly from OmniServe
• Assign emails to agents or teams
• Route email traffic using Lucidya's inbound routing engine
• Apply SLAs to email conversations

Before You Start

You need admin access to your organization's email account to complete authentication. Agents who will handle email must have channel-level permissions enabled in User Settings before they can view or reply to email engagements.

Step 1. Add Email as a Channel

Go to OmniServe → Manage Channels. Click Add Channel and select the Emails category from the list of supported sources.

Step 2. Authenticate Your Email Account

Click Add New Email Account. You will be redirected to the authentication page. Enter your email address and complete the authentication process. Once authenticated, select the added email account and confirm it as a channel.

Step 3. Enable the Email Channel in OmniServe

Go to OmniServe Configurations → Omnichannel (Channels). Add your email channel to this list to enable incoming emails in OmniServe.

Step 4. Set Up Inbound Routing

Go to Settings → Inbound Routing. Define rules for who receives incoming emails based on conditions such as platform and account. Set SLAs and assign default teams or agents.

Step 5. Set Agent Permissions

Go to Settings → Users. Select the user, click edit, and update their advanced permissions to include the email channels and accounts they need access to. Only agents with channel-level access can view and reply to email engagements.

Managing Emails in OmniServe

Once email is connected, incoming emails appear in the inbox alongside your other engagements. Each email is tracked and timestamped. Notes, AI suggestions, saved replies, and manual assignments are all available on email conversations.

To filter for email engagements only, go to Filters and set Data Source to Email, Channel to your email channel, or Engagement Type to Emails.

To reply, select the email engagement and choose Reply, Reply All, or Forward. Rich text formatting, saved replies, and file attachments are all supported.

For further assistance contact Lucidya Support.