How to Set Up OmniServe and Configure AI-Powered Responses

The OmniServe setup wizard runs the first time you access the product. It walks you through three steps: connecting your channels, configuring the AI assistant, and creating saved replies. Once complete, all settings are accessible from the OmniServe configurations page.

Step 1. Select Your Monitors and Channels

Choose whether you are setting up Social Listening or OmniChannel. You cannot enable both at the same time.

For Social Listening, select the monitors you want to use for data collection. Then choose the public accounts authenticated in your company, X, Facebook, and Instagram, that agents will use to respond to public posts and comments. To add a new account, click New Data Source. You will be redirected to the data source page to authenticate. Once done, return to the setup page and your previous selections will still be in place.

For OmniChannel, select the private messaging channels you want displayed in OmniServe — X, Facebook, and Instagram. If you select public channels, a list of public accounts will appear for you to choose from. You can also select public accounts to use for publishing new posts through OmniServe's publishing feature.

Step 2. Configure the AI Assistant

Fill in the free-text fields to help the AI generate relevant response suggestions for your team.

• Industry
• Business Type
• Business headquarters location
• Brand tone of voice
• Any additional brand information

Two optional settings are also available here. Smart Customer Solutions lets you upload a Word document containing your FAQs and knowledge base, click Browse to upload the file. Learning from Previous Interactions, when enabled, pulls from your past private messages, social listening responses, and post replies to help the AI learn from how your team has responded before.

Step 3. Create Saved Replies

Click the + New Saved Reply button to create a reply. Add a title up to 35 characters and response content up to 280 characters. You can also click Suggested Responses to get AI-generated reply suggestions based on what you entered in Step 2 — any suggestion can be added directly to your saved replies. To remove a saved reply, click the delete button next to it.

Step 4. Complete Setup

Click Finish Setup to finalize the configuration.

Accessing Settings After Setup

Once setup is complete, click the settings icon on the OmniServe product page to return to your configurations at any time. If you make changes, a save bar will appear at the bottom of the screen. Click Save to apply or Discard to cancel.

For further assistance contact Lucidya Support.