💡 Introduction

Custom Fields in Lucidya's OmniServe give your team the flexibility to capture the exact information you need during customer conversations. Whether it's identifying VIP customers, tracking issue types, or tagging conversations with relevant attributes, custom fields help you gather structured, consistent data that supports faster resolution and better decision-making.

This feature is designed with both simplicity and power in mind. You can easily create and manage fields through a visual interface—or, for advanced needs, upload a JSON configuration to unlock conditional logic and custom behavior.

🛠️ How to Set Up Custom Fields

✨ Tip

To access custom fields, you must first set up OmniServe by adding at least one channel to the inbox.

Step 1: Accessing the Custom Fields Configuration Page

Go to → OmniServe → Configurations → then select Custom Fields under the OmniServe Configuration Menu.
You'll see:
- A banner if no active panel exists.
- A summary box if a panel is active (panel name, number of active fields, and status toggle).
- A custom fields list section.

Step 2: Creating a Custom Field

From the custom fields configurations page, click + New Custom Field.

Fill in:
- Field Name (required)
- Description (optional)
- Required Toggle (default OFF)
- Field Type: Text, Number, Date & Time, Single Select List, and Multiple Select List.
- For select fields: Add 1 – 300 options (max), each with a name (no duplicates or special characters)
Click Create to save.

Step 3: Managing Custom Fields

To manage custom fields, click on the ... (3-dot menu icon).
Fields appear in a sortable table displaying name, type, status, and available actions:
- Make a Copy: Duplicate a field (maximum 100 fields total).
- Edit: Only available for inactive fields.
- Delete: Only available for inactive fields.

🔖 How to Set Up a New Panel

✨ Tip

Panels provide you with an advanced solution to set up multiple fields. To make the fields appear in your inbox, you should create a panel.

Step 1: Creating a New Panel

Click “+ New Panel”.

Enter a “Panel Name” (required, max 150 characters).
Choose a setup method:
- Basic: Manually select and arrange active custom fields.
- Advanced: Upload a JSON file with advanced logic (e.g. conditional fields).

Step 2.1: Basic Setup

Click "+ Select" to choose from existing fields.
Reorder or remove fields as needed.
Click "Save & Activate" to make the panel live.
Note: You can save the panel as a draft to return to it later.

Step 2.2: Advanced Setup (JSON Upload)

Download the sample JSON file provided.
Configure fields with attributes like custom_field_id, show_if, sort_order, etc.
Upload your .json file (max 200KB).
Click Save & Activate to publish the panel.
Note: You can save the panel as a draft to return to it later.

Step 3: Activating or Deactivating Panels

Only one panel can be active at a time.
If another panel is already active, you’ll be prompted to deactivate it before activating a new one.
Deactivation removes fields from the inbox view but retains previous engagement data.

💯 Example 1: Basic Custom Fields

Customer Type → Single Select
- Options: New, Returning, VIP

Priority Level → Multiple Select
- Options: High, Medium, Low

Callback Date → Date & Time

👨‍💻 Example 2: Advanced Fields (via `JSON`)

Issue Type – Show only if “Product Line” is selected as “X”

{
 "fields": [
  {
   "custom_field_id": "#PRODUCT_LINE_ID",
   "sort_order": 1
  },
  {
   "custom_field_id": "#ISSUE_TYPE_ID",
   "sort_order": 2,
   "show_if": {
    "operator": "OR",
    "conditions": [
     {
      "custom_field_id": "#PRODUCT_LINE_ID",
      "values": ["X"]
     }
    ]
   }
  }
 ]
}

Notes:

Replace PRODUCT_LINE_ID and ISSUE_TYPE_ID with your actual IDs.
Keep Product Line before Issue Type via sort_order so the condition can evaluate correctly.

Churn Risk Score – Read-only number field populated from external logic (future use case)

{
 "fields": [
  {
   "custom_field_id": "CHURN_RISK_SCORE_ID",
   "sort_order": 1,
   "disabled": true
  }
 ]
}

Notes:

Replace CHURN_RISK_SCORE_ID with the real field ID.
disabled: true makes the field read-only in the panel.
Leave the value empty here; your backend/external logic can populate it at runtime (this JSON only controls panel behavior, not data injection).

🛠️ Advanced JSON Configuration Manual

This section helps you understand how to configure a panel using the Advanced JSON method in OmniServe. Below is a breakdown of key terms and examples to help you build logic-based forms with ease.

🔑 Key	📄 Description
`custom_field_id`	The unique identifier of the field. Must match an existing field in the system. You can find this value in the Fields table by clicking the copy icon next to the desired field.
`sort_order`	The order this field appears in the form (1 = first, 2 = second, etc.).
`show_if`	Makes the field appear only when specific conditions are met.
`default_value_if`	Automatically fills the field with a default value when certain conditions are met.
`operator`	Defines the relationship between conditions: `AND` (all must be true) or `OR` (any can be true).
`disabled`	If set to true, the field becomes read-only when the condition is met.
`conditions`	Array of field-value pairs that must match.
`values`	Array of possible values that trigger the condition.
`default_value`	The value to set when conditions are met.

✨ Use Cases

Tagging VIP Customers: Add a single-select field to label high-priority clients so agents can prioritize them.
Data Segmentation: Use multiple custom fields to track region, product, issue type, and assign targeted follow-ups.
Context-Rich Conversations: Agents can reference structured, relevant details filled by other team members.

✉️ Where Custom Fields Appear

Custom fields appear in the inbox under each engagement's details panel. Agents can view and edit values based on their permissions.

Need help building your first setup? Contact support or check out the JSON sample file in the panel setup overlay.

⁉️ FAQs

👤 Who can create and manage custom fields?

Only Team Leaders can access the Custom Fields Configurations page and manage panels/fields.

🔡 How many fields can I create?

You can create up to 100 custom fields total. Each select field can have up to 300 options.

🗑️ Can I delete a field or panel?

Yes, but only inactive fields and panels can be deleted. You’ll be prompted to confirm before deletion.

👉 Important: If a panel is deleted, users will be asked whether they want to delete or retain any data previously saved to that panel from past engagements. This ensures no data is lost without user confirmation.

✍️ Can I edit a field after activating it?

No. You must first deactivate the panel that uses the field(s)—you don't need to deactivate the field(s) individually.

🧩 Can I integrate this with other systems?

Currently, custom field values are available in engagement exports. Full integration APIs may come later.

✉️ Where do custom fields appear?

In the inbox, under each engagement’s Details panel. Agents can view and edit values based on permissions.

Need help building your first setup? Contact support or check out the JSON sample file inside the panel setup overlay.

🛠 How to Set Up Custom Fields & Panels in OmniServe