How to Use Luci in OmniServe

Luci helps you handle engagements in the OmniServe inbox without leaving the conversation. This article explains how to ask Luci a question, review its answer, and add a suggested reply to the reply box.

Before You Start

• You need the Agent or Team Leader role in OmniServe.
• You need Energy in your account. Your balance appears in the Ask Luci box.

Step by Step

Step 1 – Open Luci
Open an engagement, then click Ask Luci in the reply box. Luci opens and shows what it can help you with.

Step 2 – Ask Luci or Choose a Quick Action
Type your question in the Ask Luci box and click the send icon, or click one of the quick actions:

• Suggest reply
• Summarize this engagement
• Show All to view more actions

To stop an answer while Luci is writing it, click the stop icon.

Step 3 – Review the Answer

• Expand Completed (X) steps to see how Luci reached the answer.
• Click Sources (X) or a source chip to check where the information came from.

Step 4 – Adjust the Reply
Click Modify and select one of the following:

• Shorter
• More detail
• Warmer tone
• More formal
• Translate
• Custom instructions

Step 5 – Insert the Reply
Click Insert to Reply Box. A message appears: "Inserted to Reply Box. Review it before sending." Review or edit the reply, then click Send.

Managing Luci

Summarize an Engagement

Click Summarize in the engagement toolbar.

Ask Follow-Up Questions

Ask a follow-up question in the same chat, or click one of the suggestions under Follow ups.

Rate or Copy an Answer

Under each answer, you can copy it, regenerate it, or rate it with like or dislike. To share more feedback, click Send feedback at the bottom of the panel.

Change the Display Mode

Click the display mode icon in the panel header and choose Floating, Sidebar, or Full screen. Luci remembers your selected mode the next time you open it.

Manage Your Chats

Click the conversation title in the panel header to open All chats. From there, you can:

• Search your chats
• Click ⋮ next to a chat, then select Rename or Delete
• Click New Chat to start a new conversation

For further assistance contact Lucidya Support.

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