How to Set Up Live Chat in OmniServe

OmniServe's Live Chat feature lets you embed a chat widget directly on your website so visitors can reach your support team without leaving the page. You can customize the widget's branding, language, and pre-chat experience before publishing it.

Step 1. Create a New Live Chat Channel

Go to OmniServe → Manage Channels. Click New Channel, select Chat from the category list, and click Next. Click the Live Chat tab, then click New Live Chat. Enter a channel name and your website domain in the popup that appears.

Step 2. Customize the Display Tab

The Live Chat builder opens with two tabs. The Display tab controls how the widget looks. The Content tab controls what it says. A live preview updates on the right as you make changes.

Under Display, configure the following:

Basic Settings: Upload your brand logo (PNG, JPG, or SVG, max 1MB). Set the chat language to Arabic, English, or Auto-detect. Choose a font type. Enable or disable sound notifications for incoming messages. If you want to remove Lucidya branding from the widget, toggle Enable White Label, note this is a paid feature and must be enabled by your customer success manager.

Appearance: Choose a theme: Light, Dark, or Match Website Theme. Select a primary color that will apply to the send button, text field border, and message bubbles.

Chat Icon: Set the icon size, shape, shadow, and color. Upload a custom bubble icon if needed.

Position and Spacing: Choose bottom right or bottom left placement. Set side and bottom spacing in pixels, up to 100px each.

Step 3. Configure the Content Tab

The Content tab controls what visitors see before and after they open the chat.

Title and Pre-Chat Greeting: Enter a widget title that appears at the top next to your logo. Optionally enable a pre-chat greeting message of up to 100 characters that appears on the page to prompt visitors to open the chat.

Pre-Chat Form: Enable the form to collect visitor information before the conversation starts. Write a form message of up to 150 characters. Add up to three fields: Full Name, Email Address, and Phone Number. Each field can be marked required or optional, and fields can be reordered by dragging.

Starter Questions: Write a starter message that appears after the form. Optionally enable up to five pre-defined questions, each up to 50 characters, that visitors can select to begin the conversation.

Step 4. Preview the Widget

Click the Preview button at the top right of the builder to interact with the widget before publishing. The right panel shows a static preview as you edit, but the Preview button lets you test the full experience.

Step 5. Publish and Embed the Widget

Click Add Channel in the bottom right corner. Copy the snippet code from the popup and share it with your developer to add to your website's code before the closing body tag on every page where you want the chat to appear. Once the code is added, visit your site to verify the integration. Your domain will be verified automatically and the widget will go live.

To check the widget's live status at any time, go to OmniServe → Manage Channels and check the Status column.

For further assistance contact Lucidya Support.