New: Mandatory custom fields enforcement in OmniServe

Mandatory Custom Fields Enforcement is now available in Lucidya OmniServe.

Agents can now view and update custom field values directly within active engagements and complete required fields before selecting configured completion reasons.

What's included:

• Custom Fields button in the engagement header toolbar for open engagements
• Right-side Custom Fields panel to view and update custom field values without leaving the conversation
• Red dot indicator when one or more required custom fields are empty
• Completion reason enforcement for selected completion reasons that require mandatory custom fields
• Validation message when agents attempt to select a configured completion reason before completing required fields
• Field labels, placeholders, help text, and field order aligned with the active Custom Fields configuration
• Available only when an active Custom Fields panel is configured for the workspace

Mandatory Custom Fields Enforcement helps teams improve data quality, standardize engagement completion processes, and ensure required information is captured before selecting configured completion reasons.

The feature is available directly within active engagements through the Custom Fields button.