Lucidya's Product Updates 📣

Your website is now part of your customer support ecosystem.
With Live Chat, you can engage with visitors in real time — directly from your OmniServe inbox.

What’s New

• 💬 Live Chat Widget: Add Lucidya’s Live Chat widget to your website to let visitors reach your team instantly.
• ⚡ Real-Time Sync: All chat conversations appear automatically in OmniServe, alongside messages from social and email channels.
• 👥 Unified Inbox: Manage every customer interaction from one workspace — no more switching between tools.
• 📊 Performance Analytics: Track chat volume, response time, agent performance, and sentiment to improve your team’s speed and quality of service.
• 🎨 Customization Options: Personalize your widget’s theme, greeting, and availability hours to match your brand.

Why It Matters

Live Chat helps your team:

• Respond faster to customers and website visitors.
• Capture leads and resolve issues before they leave your site.
• Manage all support channels — website, social, and email — in one unified view.
• Measure performance and continuously improve response quality.

You can now see how many views (Impressions) each post on X received — right in your dashboards and exports.

What’s new:

• Track post views in dashboards and widgets.
• Sort posts by views to spot top performers.
• Export view data in Excel.

Now you can go beyond likes and retweets to see what’s actually being seen.

You can now build advanced queries for News & Blogs content, just like you do for social media.

What’s new:

• Filter by site, language, country, and more.
• Use Boolean logic (AND, OR, NOT, NEAR) to fine-tune results.

All News & Blogs filters are now easier to find and use inside the builder.

You can now tailor OmniServe to your team’s workflow with Custom Fields.

This new feature lets team leaders build and manage custom field panels — either visually or by uploading JSON — to capture exactly the data you need during customer conversations. Only one panel is active at a time, keeping things streamlined and focused.

With Custom Fields, you can:

• Capture structured data in a way that fits your process
• Control what your agents see and fill in during engagements
• Easily create, edit, and search fields from a central configuration page

No more jumping between systems or forcing your process into rigid templates. OmniServe now adapts to you.

We’ve added a powerful new way to tailor your monitoring in Lucidya. With the new Advanced Query Builder, you can:

• Construct advanced queries to match exactly what you’re looking for
• Apply detailed filters by author, language, country, and more
• Reduce irrelevant results and surface better insights

Perfect for analysts and power users who need flexibility and accuracy at scale.

Managing a high volume of engagements just got easier. With the new Saved Filtered Views, you can now create, name, and reuse custom sets of filters in the OmniServe Inbox.

✨ What’s new?

• Save complex filters as custom views for quick access.
• Pin up to 10 views to your sidebar for faster navigation.
• Share views with teammates (if you're a team lead).
• Each view includes emoji customization and engagement counters.
• Enjoy full edit, duplicate, and delete controls.
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🔒 Views respect user permissions, ensuring that each agent only sees what they’re allowed to.

This update is all about efficiency—no more repetitive filtering. Just set it once and return to it anytime.

You can now update and rename saved filters in your Monitors to better manage your social listening views over time.

Saved filters help teams quickly access and report on specific use cases (e.g. Positive Sentiment - Exclude Hashtag #hello ) With this update, you no longer need to recreate a filter from scratch if your criteria change, you can simply update and/or rename it.

What’s New:

✏️ Rename existing saved filters for better clarity

🔄 Edit and update saved filter conditions without duplication

✅ Keep your saved filters clean, current, and aligned with campaign needs

📁 Useful for crisis monitoring, brand tracking, and campaign analysis

This update is especially useful for teams managing multiple listening themes, time-sensitive campaigns, or evolving brand needs.

You can now filter Google My Business (GMB) locations by Store Code, giving you more precise control over how location-specific insights are tracked and analyzed.

This is especially valuable for teams managing large networks of branches, franchises, or service points where the same brand might operate dozens (or hundreds) of locations.

What’s New:

🏬 Filter GMB reviews and engagement data by Location’s Store Code

📊 Supports multi-location reporting and benchmarking

This feature helps regional and local teams focus on the data that matters to them, without sorting through irrelevant results from other locations.

We’ve improved how Lucidya handles Facebook and Instagram account authentication to make your social data more reliable and your monitors more stable.

What’s new?

🧠 Smarter validation: Every new or re-authenticated account now goes through extra checks to ensure your access tokens are valid and won’t break your monitors later.

⚒️ Better error handling: If there’s ever an issue with your token, you’ll see a clear message explaining what went wrong with simple steps to fix it.

🚨Automatic alerts: If an error happens after setup, you’ll get an email with details and next steps so you can stay ahead of interruptions.

💪 Stronger logs for troubleshooting: Any authentication failure is now logged in detail for faster support when you need it.

This means fewer data gaps, more stable social listening, and peace of mind that your Facebook and Instagram monitors keep working as expected.

قمنا بإضافة البريد الإلكتروني من مايكروسوفت كمصدر للبيانات في منتج الدعم متعدد القنوات (المعروف سابقًا باسم التفاعل)، مما يتيح لك إدارة رسائل البريد الإلكتروني مع وسائل التواصل الاجتماعي والمحادثات في صندوق وارد موحد.

✨ ما الجديد؟

• أصبح البريد الإلكتروني الآن مصدراً للبيانات في منتج الدعم متعدد القنوات.
• يمكنك الآن استلام رسائل البريد الإلكتروني وتخصيصها والرد عليها مثل أي تفاعل آخر.
• يظهر البريد الإلكتروني بنوع القناة الخاص به وبياناته الوصفية.
• يعمل بسلاسة مع اتفاقيات مستوى الخدمة (SLAs)، ومنطق التخصيص، والردود المحفوظة.
• يمكنك الوصول إليه من خلال "الرصد"> "إدارة القنوات".

🎯 Why This Matters:

• يعزز من قدرة لوسيديا على تقديم الدعم لحالات استخدام خدمات العملاء التقليدية.
• يمنح الوكلاء منصة واحدة ومركزية لإدارة التفاعلات من القنوات المختلفة.
• يجلب الدعم القائم على البريد الإلكتروني من خلال تتبع اتفاقيات مستوى الخدمة (SLAs)، وتقارير أداء الوكلاء، وعمليات تخصيص سير العمل.