OMNISERVE
One workspace to manage conversations, cases, and resolution
Bring omnichannel customer engagement into one connected flow with shared context, smart routing, AI assistance, and case management.
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X.com
Outlook
Facebook
Instagram
TikTok
WhatsApp
Widgets
Aisha Rahman
6 channels • 1 customer
@company No news on account suspension
What is the status of my account?
Re: Account suspension enquiry
Hello? What is my account status?
Any update on my account suspension?
Enquired last week, no response yet
"I got a message saying my account will be suspended. Is that really from you?"
Merged from 6 channels
"I got a message saying my account will be suspended. Is that really from you?"
Luci- suggested reply
"Thanks for checking with us first, Aisha. Please don't open any links. I'm passing this to our security team now."
Assigned to Sara Haddad · Security team
Language & dialect
English
Location
Saudi Arabia
Commitment type
Customer inquiry
Sentiment
Negative
Customer profile
Sara Haddad is typing..
Premium, 7-year customer
History
4 conversations, 2 closed cases
SH
"Hi Aisha, you were right to check. I've verified your account is active and safe. That message wasn't from us, and I've reported it."
AI Agent
Sara Haddad
Routed to
Security Team
Assigned to
Details:
Priority:
High
Assigned to:
Team:
Security
Status:
In progress
SLA:
On track
Conversation details
Resolved
Met
Mark as resolved.
AI that remembers the conversation, not just the customer
OmniServe keeps customer interactions, case history, and context connected across channels, so teams can pick up where the last conversation left off.
Without
With
Aisha Rahman
Incoming - 4 channels
WhatsApp
now
now
"The billing portal shows a 403 error."
Outlook
now
6d ago
"Question about my last invoice."
Instagram DM
now
2mo ago
"Do you ship to Riyadh?"
X.com
now
3w ago
"@brand loving the new update!"
Without OmniServe
Conversations scattered across channels
History split between tools
Customers repeat themselves
With OmniServe
Aisha Rahman
Billing portal 403 error.
Invoice question - resolved.
Shipping question - answered by AI.
Positive feedback - advocacy identified.
Connect
Unify conversations from every channel in one connected workspace.
Enrich
Keep history, open cases, and previous interactions accessible in one place.
Resolve
Route and manage cases with AI assistance, SLAs, and governed workflows.
With / Without: edit every text here (same text = one field). This block is hidden on the live page.
WhatsApp
now
"The billing portal shows a 403 error."
Outlook
6d ago
"Question about my last invoice."
Instagram DM
2mo ago
"Do you ship to Riyadh?"
X.com
3w ago
"@brand loving the new update!"
Without OmniServe
Conversations scattered across channels
Customers repeat themselves
With OmniServe
Aisha Rahman
Premium · 4 channels · 1 open case
WhatsApp · now
Billing portal 403 error.
Email · 6d ago
Invoice question - resolved.
Instagram · 2mo ago
Shipping question - answered by AI.
X · 3w ago
Positive feedback - advocacy identified.
Connect
Unify conversations from every channel in one connected workspace.
Enrich
Keep history, open cases, and previous interactions accessible in one place.
Resolve
Route and manage cases with AI assistance, SLAs, and governed workflows.
Where conversations, context, and cases come together
Agents can see what happened before, what needs attention now, and what to do next without leaving the conversation.
Resolving
Queue
(24)
Sorted by SLA
Aisha Rahman
Billing portal for the past hour but it keeps showing a 403 error.
BREACH: 12M
Marco Vitelli
This is my third message about a refund that was promised two weeks ago.
SLA: 3M
Sofia Chen
Any update on my order? It’s been 5 days.
On Time
James Okafor
Hello? I’ve been waiting 10 minutes for an agent.
SLA: 2M
Arjun Mehta
@brand your app keeps crashing on checkout. Fix it.
SLA Paused
Priya Sharma
Webhook events have been arriving 20 to 30 minutes late since this morning.
TTC: -1h FRT: -1h
Elena Kovacs
Two-factor setup not sending code. I’ve tried three times.
TTC: -1h FRT: -1h
Ola Atef
@awad_testing Hello @RuwaidHussein
TTC: -1h FRT: -1h
Aisha Rahman
Public
Marco Vitelli
Public
Sofia Chen
Public
Camille Dubois
Public
Ravi Patel
Public
Profile
Engagements
Tickets
(2)
(3)
Complete
18 February 2026
Aisha Rahman
Hi, I’ve been trying to access the billing portal for the past hour but it keeps showing a 403 error.
Luci suggested a reply
Reply to Aisha…
Customer context
Aisha Rahman
WhatsApp · Premium tier
Tier
Premium
Lifetime value
$4,280
Open cases
1
CSAT
4.6 / 5
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Aisha Rahman
26d
Public
On Time
WhatsApp · Premium tier
Premium
4280
1
4.6
Billing
Renewal soon
VIP
Confirm re-login worked, then close the case.
18 February 2026
Hi, I’ve been trying to access the billing portal for the past hour but it keeps showing a 403 error.
12:11 PM
Hi Aisha - sorry about that. Your account is active; the 403 is from an expired session. I’ve sent a secure re-login link to your email.
12:11 PM
Could you try the new link and let me know if the billing portal opens for you now?
12:13 PM
That worked, I’m in now. Thank you so much!
12:14 PM
Glad to hear it! I’ll close this case now — is there anything else I can help with?
No, that’s all. Thanks again!
Marco Vitelli
12d
Public
SLA: 3M
Instagram · Standard tier
Standard
1120
2
3.2
Refund
Escalated
Repeat contact
Escalate to Billing with the refund ID and set a 24h follow-up.
4 February 2026
Hi, I returned my order #48213 and was told the refund would take 5 days.
9:02 AM
18 February 2026
This is my third message about a refund that was promised two weeks ago.
8:16 PM
Hi Marco, I’m really sorry for the runaround. I’ve escalated refund #48213 to our billing team. You’ll see it on your card within 2 business days.
Ok, thanks. I’ll keep an eye out for it.
Sofia Chen
16d
Public
SLA: 2M
Email · Gold tier
Gold
2640
1
4.8
Shipping
Order #A-2291
Share the tracking link and confirm the delivery window.
18 February 2026
Any update on my order? It’s been 5 days.
10:24 AM
Hi Sofia, good news! Order #A-2291 shipped this morning and should arrive Thursday. Here’s your tracking link: lucid.ly/t/A2291
Perfect, thanks for checking!
James Okafor
17d
Public
SLA Paused
LinkedIn · Business tier
Business
9850
1
4.1
Sales lead
Unassigned
Assign to yourself and loop in the onboarding team.
18 February 2026
Hi, we’re evaluating OmniServe for a support team of 40.
11:50 AM
Hello? I’ve been waiting 10 minutes for an agent.
12:00 PM
Hi James, thanks for your patience! Which channels does your team handle today?
Mostly email, WhatsApp and Instagram — around 3k conversations a week.
Arjun Mehta
24d
Public
TTC: -1h FRT: -1h
Facebook · Standard tier
Standard
640
1
3.9
Bug
Mobile app
Checkout
Link the known checkout issue and share the app update.
18 February 2026
@brand your app keeps crashing on checkout. Fix it.
9:15 AM
Sorry about that, Arjun. We found the checkout crash on Android 14. Please update the app to 5.2.1 to fix it.
Updated. It works now. Thanks.
Public
Tier
Lifetime value
Open cases
CSAT
/ 5
Resolved
On Time
LUCI
You
Luci is drafting…
typing…
Reply to
Reply
Draft
Complete
Completed
Case closed — Luci sent the CSAT survey.
New message
Close
Give every agent an AI Copilot
Luci reads intent and sentiment, routes the conversation, and drafts a response your agent can review and send in seconds.
Aisha Rahman
WhatsApp
This is my third message about a refund that was promised two weeks ago.
and before it..
LUCI’S READ
Intent
Refund · Escalation
Sentiment
Angry
Route
→ Billing · Omar K
SUGGESTED REPLY
Luci is drafting for your agent..
Hi Aisha - I’ve merged your three previous threads into one case and escalated to a senior specialist. Your refund of $180 is approved and will land in 3–5 business days. Your case number is #48213.
Send reply
Drafted in ~0.8s
Illustrative AI behaviour. Drafts are examples of assisted replies, not a guarantee of specific outputs.
Next message
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Aisha Rahman
6m ago
This is my third message about a refund that was promised two weeks ago.
23
signals
5 channels
14 days
Refund · Escalation
Angry
Billing · Omar K
Hi Aisha - I’ve merged your three previous threads into one case and escalated to a senior specialist. Your refund of $180 is approved and will land in 3–5 business days. Your case number is #48213.
Marco Vitelli
2m ago
My order arrived damaged and nobody has answered my DMs for three days.
11
signals
3 channels
3 days
Return · Damaged item
Frustrated
Returns · Lina S
Hi Marco - I’m sorry your order arrived damaged and that we kept you waiting. A prepaid return label is in your inbox and your replacement ships today. Your case number is #51877.
Sofia Chen
just now
Could you send me the invoice for March? Our finance team needs it today.
6
signals
2 channels
30 days
Billing · Invoice request
Neutral
Auto-resolve · Luci
Hi Sofia - here’s your March invoice (INV-2026-0318) as a PDF. I’ve also switched on monthly invoice emails, so your finance team gets them automatically from now on.
James Okafor
1m ago
We’re rolling out to 40 agents next month - can someone walk us through pricing?
9
signals
3 channels
7 days
Sales · Pricing
Positive
Sales · Dana M
Hi James - great to hear! Dana from our team will reach out today with pricing for 40 agents and a few onboarding slots this week. Meanwhile, here’s our pricing overview: lucid.ly/pricing.
Connected service without handoff gaps
Reduce service delays with connected routing, automation, escalation, and case ownership.
Omnichannel
AI deflection
Routing & SLA
Case management
Omnichannel support
Manage social, messaging, email, and live chat in one workspace with shared conversation context.
Layer cards: edit the title and text of all four here. This block is hidden on the live page.
Omnichannel support
Manage social, messaging, email, and live chat in one workspace with shared conversation context.
AI deflection
Resolve routine requests instantly, reducing ticket volume and freeing agents for complex interactions that require human expertise.
Routing & SLA
Assign conversations by skill, language, workload, and priority, with SLA monitoring, breach alerts, and automatic escalation.
Case management & ticketing
Turn conversations into structured, trackable cases with ownership, history, status, and reporting built in.
See what OmniServe could save, solve, and unlock for your business
Understand the potential gains in capacity, efficiency, and cost across your support operation.
Equivalent support capacity freed
Each figure is one full-time agent (FTE) · 12.2 – 24.7 FTE range
Conservative
Full adoption
12.2
conservative
24.7
full adoption
Estimated annual operational value
$351K
at a blended cost per agent hour
Driven by
65%
Deflection rate
3x
Fastest resolution
40%
Cost reduction
Illustrative figures based on 65% AI deflection and 3× faster agent resolution. Conservative value scaled from $711K by FTE. Methodology available on request.
Make omnichannel customer service faster, more connected, and easier to scale
Explore OmniServe with your own setup, or discover the full Lucidya suite.
FAQs
What is Agentic CX?
Agentic CX is a category of customer experience platform where AI does not stop at insight or conversation — it acts. Customer intelligence connects directly to autonomous execution, so a signal that enters the platform can leave it as a resolved outcome without a person handling every step.
How is Lucidya different from a social listening or traditional CX platform?
Social listening tools tell you what customers are saying. Traditional CX platforms add conversations and dashboards, then hand execution back to your team. Lucidya connects all five stages - sense, understand, orchestrate, resolve, optimise — in one governed system, so insight and action run through the same pipeline rather than two disconnected tools.
Where is customer data stored?
Lucidya offers regional hosting so customer data can stay in-region, protected by role-based access and full audit trails. Our Trust Centre covers data residency, certifications and sub-processors in detail.
What happens when the AI agent cannot resolve a request?
It hands the conversation to the right human team with the full thread, customer context and a suggested next step — nothing is lost, and the customer never has to repeat themselves.