Want to know how tags, notes, and custom fields help your team stay organized in omnichannel support (OmniServe)? Here are answers to some of the most common questions.
What are Tags and how are they used in OmniServe?
Tags are labels added to interactions to identify their topic, type, or priority. Agents can add up to 10 tags per interaction directly from the interaction header, making it easier to filter, analyze, and track conversations across the inbox.
Can customers see the notes added by agents?
No, notes are completely internal and are not visible to customers. They are used to share context, updates, and instructions between team members within the interaction view. Agents can also use @mentions to notify teammates through email alerts.
Who can edit or delete notes?
Each agent can only edit or delete their own notes. This helps maintain accountability and protects conversation context from unintended changes.
What types of Custom Fields are available?
Five types of custom fields can be added to the custom fields panel:
Single Select
Multi-Select
Date Selection
Number Fields
Text Fields
How do Custom Fields support reporting?
Custom fields collect structured data during interactions, and all captured data is automatically included in Excel exports. This enables teams to perform deeper analysis and generate more accurate reports.
For instructions on creating tags or configuring custom field panels, refer to the Settings Guide for Team Leaders.