Engage Voice | Configuring custom data for a lead list
Custom lead data refers to any additional data fields you wish to include within your lead lists. This data can be used for tracking and reporting purposes, and it can also be used to provide agents with additional information about their leads.
If you wish to upload a lead list with additional columns that contain extra information about your leads, you’ll be able to identify and map those additional columns during the lead list upload process. As discussed in Mapping auxiliary lead list data, one option is to use the auxiliary fields provided by the system.
Another option is to use custom lead data fields to organize and map that lead data. Custom lead data fields allow you to create configurable groups that contain custom fields of your choosing. The custom fields you create here will show up as mapping destinations during the lead list file upload process. You’ll be able to map those custom destinations to any additional lead data column in your lead list.
Another option for identifying and mapping additional lead data is to use the Extra Data Mappings setting available during lead list file upload. This option allows you to create new destinations on the fly during list upload.
Essentially, the two methods for creating custom lead data function similarly. They can both be used for additional data mapping, and they can both be tracked, referenced via agent scripts and APIs, and reported on via the system’s analytics options. The biggest difference between using extra data mappings and custom lead data field groups is that extra data mappings are created outside of the group format — they cannot be managed via custom lead data field group settings, and they cannot be used in other campaigns located under the same dial group like custom lead data fields.
Helpful hint!
At this time, mapping templates will only save custom data mappings that you create via the Custom Lead Fields tray setting. Mapping templates will not retain mappings created during the lead list upload process via the Add Field setting at the end of the Extra Data Mappings list. Those custom destinations must be manually (and individually) mapped each time.
We’ll talk more about custom lead data fields first, then we’ll get to extra data mappings after that.
Organizing and managing custom lead data fields
If you would like to create custom lead data fields, you can do so by navigating to the Custom Lead Fields tray setting under Dialing. Here, you can organize your custom lead data via group format. That means you can create group names to categorize certain types of lead information, and then you can add as many custom field names as you like to each of these groups. Each custom field name represents a column you’ll be uploading via your lead list.
Helpful hint!
You must assign the custom lead data group itself to one or more of your campaigns in order to use these custom lead data fields.
Once you configure your groups and fields and assign them to a campaign (we’ll go over that below), you’ll find that extra data available for mapping in the Destinations > Extra Data Mappings section of the lead list upload modal window.
Creating and configuring a custom lead data group
To create a group, follow the steps below.
1. Navigate to Dialing > Advanced Settings > Custom Lead Fields
2. Click the Add Data Group button located to the right of the search bar to open the Edit Groups modal window
3. Enter a name in the Group Name field
4. Enter a field name in the Custom Lead Data Fields setting below that. Please note that this field will only accept alphanumeric characters and underscores
5. Click Add Field to add the field to the group
6. Repeat steps 3-4 to continue adding fields to the group
7. Click the trash icon beside any field name to remove it
8. Click Save when you’ve finished adding all your custom lead fields to the group
Your group will appear in the table below, which will display five columns. The first column is the identification number the system has assigned to your group (Group ID) (used for reporting and API purposes). The next column contains the name you assigned to the group (Group Name). Finally, at far right you’ll see three columns with a few editing options. Let’s review these now.
Managing custom lead data groups
The last three columns in your Custom Lead Data Fields to Add section allow you to duplicate (Clone), make changes to (Edit), and remove (Delete) a group and all its custom lead fields at any time.
Click the double paper Clone icon to make an exact duplicate of a group and all its fields. The cloned group will appear in the list preceded by ‘Clone of’ in the Group Name.
Click the paper and pencil Edit icon to edit a group’s name and the custom lead data fields within it. You can also use this setting to add and remove custom lead fields as discussed above.
Click the Delete x icon at far right to delete a group and all its custom lead fields from the system.
Helpful hint!
You will not be able to delete a custom lead data data group if it’s assigned to a campaign. Please be sure to unassign a custom lead data group from any and all campaigns before attempting to delete it.
Assigning a custom lead data group to a campaign
Before you can use the custom lead data in your lead lists, you must first assign a custom lead data group to a campaign. You can do this by following the steps below.
1. Navigate to Dialing > Campaigns
2. Select the campaign you’d like to assign your custom lead data group to
3. In the campaign’s Configuration page, find the Custom Lead Data Fields Group setting under the Dialer Settings section
4. Click on the Custom Lead Data Fields Group dropdown menu and select a group from the dropdown list
5. Save your changes via the Save button at bottom right
Once you’ve assigned a custom lead data group to a campaign, you’ll be able to access that group’s fields for mapping in the list upload modal window during the lead list file upload process. The new fields will be available under the Extra Data Mappings section in the Destinations list under the Preview tab.
Creating Extra Data Mappings during list upload
One more way to identify and map custom lead data is via an option called Extra Data Mappings that’s available during the lead list upload process. This method involves creating custom destinations on the fly during the lead data mapping process.
Remember, during the mapping process, the system will offer you some basic, standard destinations and a handful of aux fields. It may also offer you some destinations based on custom lead data fields that you may already have created.
The extra data mapping method is simply another function of the custom lead data fields you may already be familiar with. With this method, however, you’ll be able to create those destinations during the lead list upload process, using a setting available in the Destination list called Add Field, located under the Extra Data Mappings section.
Please note that in order to use the Extra Data Mappings settings, you must already have created and assigned a custom lead data fields group to your campaign. Otherwise, you will be unable to add any new extra data mappings during the list file upload process.
Here’s how to create and map extra data during the lead list file upload process.
3. Designate one or more columns in your lead list for extra data mapping
4. Begin the lead list upload process
5. When you reach the third tab in the modal window (Preview), scroll down the list of destinations on the left until you reach the Extra Data Mappings section at the end of the list. You should be able to see the custom lead data destinations that you configured in the previous steps
6. Enter the name of one of your extra data columns into the Extra Data Mappings field provided
7. Press Enter on your keyboard or click the Add Field plus icon just below your entry and you’ll see your new destination appear in the list
8. Repeat steps 6-7 to enter more destinations
9. Click the trash icon to the right of a destination to delete it
10. Continue mapping your remaining destinations as usual
11. Click Save to save your changes and exit the modal window
Viewing custom lead data
Your custom data can be viewed by admins via the Leads tray setting under Dialing. It can also be made available to agents via the agent interface in two ways.
For preview and progressive dialer-based campaigns, the agent will see the extra custom fields and any related information listed in the Lead Details section of the agent interface once they’ve fetched a lead.
Please note that custom fields will display for agents in the lead details section when activating the progressive dialer and when fetching leads via the preview dialer, but they will not be searchable via standard lead search methods.
Another way to display custom lead data to agents is via scripting. You can use tags to reference the model object that holds your custom lead data, and you can apply those tags to any element (or backend API functions) you choose. Please note that it’s best to have some JavaScript knowledge when using this method.
Adding custom lead data to an agent script
If you want to give agents access to custom lead data during a call, you can do so by adding that data to the script of your choice. To display custom lead data in an agent script, take the following steps:
1. Navigate to Agent Tools > Script Designer
2. Select the script you wish to modify
3. Click on the Script Studio tab in the configuration panel
4. Hover over the tool that you wish to modify and click Edit
5. Add or open the element you wish to add the custom lead data to
6. Use the element’s {{add a tag}} option to open the Available Data - Tagging modal window
7. Click on the Call tab
8. Scroll down to select the Baggage model option
9. Click Done to close out of the Available Data - Tagging modal window
10. When the tag appears in your element’s tagging field, you can modify it by inserting your custom lead data information via the following format: {{model.call.baggage.CustomFieldNameHere}}
11. Click Done to save your changes and close out of the element configuring modal window
12. Don’t forget to also save your changes via the Save button at top right
Now when the agent is on an active call, they’ll be able to see the custom data you mapped from the uploaded lead list via whatever tagging format you have chosen.
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