When teams manage high volumes of customer conversations, staying organized becomes essential. Without a clear structure, important context can be lost, work can be duplicated, and reporting becomes unreliable.

In Lucidya’s OmniServe, tags, notes, and custom fields help teams structure and categorize work in a clear and consistent way. These features make it easier to organize engagements, classify them accurately, and capture the information needed for efficient workflows and reliable reporting. Together, they create a shared structure that keeps work aligned across agents and teams.

A tag is a label applied to conversations to classify an engagement topic, type or priority. Engagement tags help teams organize, filter, and analyze conversations more effectively. Tags allow agents to label engagements with meaningful keywords, making it easier to track topics, priorities, and required actions across the inbox.

Tags are created and managed centrally in OmniServe configurations, where team leaders can create, edit, manage, and control their visibility. Agents apply tags during conversations as part of their daily workflow and can apply up to 10 tags per engagement.

Agents can select from active tags directly within the engagement header.

Notes are internal-only comments added to engagements to share context, updates, or instructions with teammates. They appear directly inside the engagement view and are used to share internal updates between teammates. They are not visible to customers, making them ideal for capturing background context or next steps during a conversation. Agents can @mention colleagues to notify them, triggering an email alert to ensure they see the update. Each agent can only edit or delete their own notes.

Internal notes appear inside the engagement view, allowing agents to share context with teammates.

Custom fields are structured input fields used to collect specific data during engagements. They allow teams to capture specific, structured information during customer conversations. They ensure that critical data is collected consistently, rather than being buried in message threads or notes. This improves how teams classify work, analyze trends, and report accurately while keeping the agent experience focused and simple.

Custom Fields are managed through the Configurations panel, where team leaders can create, edit, activate, or deactivate custom field panels. Each panel defines which fields appear inside the agent’s inbox. Panels can be configured in two ways: Basic for standard, always-visible fields or Advanced setup for fields that appear conditionally, based on engagement context.

There are five types of Custom Fields that can be added to a panel: Single select, multi-select, date selection, number fields, and text fields.

Once a panel is activated, agents will see its fields directly within their engagements and fill them in as part of their workflow. All collected data is included in Excel exports, supporting structured reporting and deeper analysis across teams.

Custom Fields let teams capture structured data consistently during each engagement