📧 Email Now Live as a Data Source in OmniServe!

We’ve officially added Microsoft Email as a native data source in OmniServe (Engagement), expanding your omnichannel capabilities to manage email conversations alongside social media and chat, all in one unified inbox.

✨ What’s New?

• Email is now supported as an inbound data source in OmniServe.
• You can now receive, assign, and reply to emails just like any other engagement.
• Email appears with its own channel type and metadata.
• Works seamlessly with SLAs, assignment logic, and saved replies.
• Managed through the Monitors > Manage Channels

🎯 Why This Matters:

• Expands Lucidya’s ability to support traditional customer service use cases.
• Gives agents a single, centralized platform to manage multichannel engagement.
• Brings email-based support under SLA tracking, agent performance reporting, and assignment workflows.