The Custom Fields panel allows agents to view and update custom field values directly within an active engagement, without leaving the conversation. Team Leaders configure which fields appear in the panel and can require those fields to be filled before agents can use specific completion reasons to close a ticket.
Before You Start
Only Team Leaders can edit custom field values within the panel.
The Custom Fields button appears in the engagement toolbar only when an active panel is configured for the workspace. If no panel is active, the button is hidden.
Custom Fields have moved from the engagement Details panel to the toolbar. If you previously accessed them through Details, use the toolbar button going forward.
Step 1 - Go to Custom Fields Configuration
Go to OmniServe → Configurations → Custom Fields.
If no panel is active, you will see the message "No custom fields or panels are active." Click + New Panel to set one up.
Step 2 - Name the Panel
Enter a name in the Panel Name field.
Step 3 - Select Completion Reasons to Gate (Optional)
Under Require fields for selected completion reasons, open the dropdown and select the completion reasons that should require all custom fields to be filled before agents can use them to close a ticket.
Completion reasons not selected here remain available to agents regardless of field completion status.
Note: If you select 5 or more required fields in the panel, a tip appears: "Using fewer required fields can help the agent close engagements faster and reduce average handling time." If dismissed, the tip reappears after saving if the panel still contains more than 5 required fields.
Step 4 - Choose an Activation Method
Select one of the following:
Basic — Select fields and activate them directly in the panel, with no conditions.
Advanced — Set conditions to show or hide fields based on a JSON configuration.
Step 5 - Select and Order Fields
Under Select Fields, click + Select to add fields to the panel. Drag fields to reorder them. The order set here is the order agents see in the panel during engagements.
Step 6 - Save the Panel
Click Save & Activate to make the panel live immediately, or Save As Draft to save without activating.
Step 7 - Use the Custom Fields Panel in an Engagement
From any open engagement, click the Custom Fields button in the engagement header toolbar (top-right area, alongside Tags and Complete).
A red dot on the button indicates one or more required fields are empty for the current engagement. The dot disappears once all required fields are filled.
The panel slides in from the right. The conversation thread remains visible. All configured fields appear in the order set during configuration, with current values pre-populated. Required fields are marked with a red asterisk (*).
Edit a field value and move focus away from it to save automatically.
To close the panel, click the X icon or click the Custom Fields button again.
Step 8 - Understand How Completion Reasons Are Gated
When an agent clicks Complete on an engagement where required fields are empty, the Complete engagement panel displays the message: "3 required fields are empty. You must fill out all required fields before completing the engagement."
Completion reasons linked to required fields are not selectable in the Reason of Completion menu until all required fields are filled. Hovering over a locked reason shows: "This reason requires filling custom fields. Please select another reason for multi-selection, or complete them one by one."
Managing Panel Updates
If you update the active Custom Fields panel after engagements are already in progress, agents working on older engagements or reopened tickets will be prompted to update to the latest panel version before they can complete the ticket. All required fields in the updated panel must be filled before the engagement can be closed. This ensures data consistency across all engagements regardless of when they were opened.
Common Questions
Why is the Custom Fields button not visible in the engagement toolbar?
The button only appears when an active Custom Fields panel is configured for the workspace. Go to OmniServe → Configurations → Custom Fields and confirm a panel is active.
What does the red dot on the Custom Fields button mean?
It indicates that one or more required fields in the active panel are empty for the current engagement. It disappears once all required fields are filled.
Can I require custom fields for some completion reasons but not others?
Yes. Use the Require fields for selected completion reasons dropdown in the panel configuration to select which reasons are gated. Reasons not selected remain available to agents regardless of field completion status.
Where did Custom Fields go in the engagement Details panel?
Custom Fields have moved to the engagement toolbar. A notice in the Details panel reads "Custom fields are moved to toolbar — click here to find it."
Can the AI Agent auto-fill custom fields on behalf of the agent? No. The AI Agent does not support auto-filling custom field values. All fields must be filled manually by the agent during the engagement.
For further assistance contact Lucidya Support.