Team leaders and admins can now fully control the reasons agents see when marking engagements as complete, on both web and our engagement mobile app.

🔹 What’s New?

• Manage Completion Reasons: Add, edit, or delete reasons from Engagement Settings → Completion Reasons Management.
• Support for 100 custom reasons (in English and Arabic).
• Edit or hide the default “Other” reason without losing historical data.
• Instant updates: Changes reflect immediately in Mark as Complete pop-ups, analytics, and reports.
• Activity Logs: Track who added, edited, or removed reasons.

🎯 Why This Matters:

• Gives full flexibility to align OmniServe with your operational language.
• Helps gather cleaner, more meaningful engagement closure data.

Improves reporting accuracy across engagement analytics and exports.

Agents can now initiate a direct message (DM) with a user straight from public engagement threads using a simple shortcut button!

🔹 What’s New?

• The “send a DM” button appears next to the user interaction on public posts.
• Clicking it opens the Start New Conversation popup with the user’s details pre-filled.
• Smart behavior: Button is only visible where DM is supported, and adjusts based on channel capabilities.
• Dynamic states: Button disables if DM isn’t possible and shows helpful tooltips on hover.

🎯 Why This Matters:

• Faster transitions from public to private conversations.
• Better customer service: Handle sensitive matters privately in a click.
• Seamless UX across Facebook, Instagram, and X engagements.

Already live — hover next to any public post and try it out! 🚀

Lucidya now provides a granular 24-hour breakdown of your data. You can now view hour-by-hour analytics when selecting a single-day range in Social Listening, whether you choose Today, Yesterday, or a custom single date.

✨ What’s New?

✅ Time-related widgets now display hourly-level insights

✅ New “Hourly” grouping option appears when selecting a one-day range

✅ System automatically defaults to hourly view for single-day ranges

✅ PPT export reflects 24-hour timeline on X-axis

✅ Works across key pages: Monitor, Omnichannel, Live Dashboard, Alert, Quick Search

🕒 Smart Display Logic: If you select “Today,” the system will only show completed hours up to the current time (e.g., 2:30 PM → displays up to 1 PM).

🎯 Why It Matters

Track conversations and trends in real-time with precision. Whether you're responding to a breaking event or comparing time-of-day engagement, this update helps you make faster, data-driven decisions.

Managing posts just got faster and more efficient! You can now select multiple posts and apply actions to them in bulk—no more handling them one by one.

✨ What’s New?

✅ Bulk selection mode is now available on a single page

✅ Apply bulk actions like changing sentiment, tagging with themes or categories, and marking as spam

✅ Select All / Unselect All options for smoother control

✅ Real-time feedback on success or errors

✅ Support for posts across multiple platforms: X, Facebook, Instagram, and News & Blogs

🚀 Why It Matters

This feature saves time and simplifies moderation, tagging, and classification workflows, especially for teams managing high volumes of content daily.

Let us know your feedback, and if you need multi-page bulk actions, so we can add it to our product roadmap!

X (Twitter) Keywords monitors just got more powerful in Lucidya. Users now have a wider range of supported keyword formats, making it easier to capture nuanced conversations on X (Twitter).

🛠️ Affected Areas

• Keyword field in Create/Edit Monitor → X Platform
• Spam Keywords field (Keyword + Public Account Monitors)

✨ What’s New?

• ✅ Support for emojis
• ✅ Support for Cashtags (example $AAPL)
• ✅ Handling of Arabic diacritics (حَرَكات التشكيل)
• ✅ Improved validation and real-time error messages for invalid formats

📌 Why It Matters

This update enables richer keyword rules and more precise listening.

We’re excited to announce a new feature, Alerts for Top Trends on X, designed to help you stay even more informed. This is similar to our Real-Time Alerts feature, except now it’s also available for X top trends!

🔔 How to Set Up an Alert:

• Go to Top Trends -> Create Alert OR Go to Alerts -> New Alert -> Alert Type: X Top Trends.
• Enter the desired Region, Keywords, and the email of who you want to receive the notification.

Or visit the help article below:

• English here
• Arabic here

➡️ What Happens Next?

Once set up, you’ll receive email and mobile notifications about the trends you’re following.

• Example: “Masjid Al-Haram is trending now!”
• Clicking the notification will take you directly to the trend details page for more insights.