How to Set Up Welcome and Farewell Messages in OmniServe

Welcome and farewell messages are automated responses that OmniServe sends at the start and end of customer conversations. They save agents time on routine greetings and closings while keeping communication consistent across your team.

Before You Start

This feature is available for Facebook, Instagram, and X. If you plan to enable automated messages on X, note that it may affect the platform's direct message response limit.

Step 1. Open Welcome and Farewell Message Settings

Go to OmniServe Settings → Welcome and Farewell Messages.

Step 2. Select a Platform

Choose the platform you want to configure, Facebook, Instagram, or X. You will need to complete the setup separately for each platform you want to activate.

Step 3. Configure Your Welcome Message

Enable the Send Welcome Message option. Select one of Lucidya's ready-to-use templates. To customize the message, click Edit and update the text to match your brand's tone and service details.

Step 4. Configure Your Farewell Message

Enable the Send Farewell Message option. Select one of the pre-made templates. If your account includes the Surveys product, you can add a survey link to the farewell message to collect customer feedback at the end of each conversation.

Step 5. Save Your Settings

If you are completing this during initial OmniServe setup, click Finish Setup. If you are updating settings after setup is complete, a save bar will appear at the bottom of the screen, click Save Changes to apply.

For further assistance contact Lucidya Support.