Engage Digital | Intro to custom fields
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Agent configuration
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Teams
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Roles and permissions
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Presence statuses
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Agent capacity
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Channels
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Communities
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Messaging variables
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Messaging notification templates
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Messages
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Categories
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Channel groups
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Routing strategies
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Rules
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AI engine
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Custom fields & identity tags
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Reply assistant
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Email templates
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Account settings
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Security settings
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Business hours
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Notifications
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Audit log
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Extensions
By default, customer records allow you to add standard customer data such as first names, last names, email addresses, and phone numbers. However, you may wish to store additional customer data. If you need to store additional information that is specific to your activity (e.g., a contract number or other customer references), you can create as many custom fields as you want. A custom field allows you to store extra customer data (such as contract number or customer references) in the customer record.
When you create a custom field, you specify whether the custom field will be associated with an identity or a case. When you associate the field with an identity, the field is visible and may be populated in the customer record. When you associate the field with a case, the information that populates this custom field will be received via API only and is not visible from the interface. You can use this type of custom field to integrate your CRM with the platform.
You can also create custom fields that are accessible only via API to retrieve data linked to the case. For example, you might want to do this when you need to integrate your CRM with the platform.
Identity merge
Another use case for custom fields is performing an identity merge. An identity merge enables you to combine several identities into one. For instance, you can associate the Twitter and Facebook accounts of a single person. When configuring your custom field, you may specify that a field may be used for identity merges. If you do so, the custom field will be used by the platform to provide a list of suggested similar identities during an identity merge.
Extra value mapping
As with standard fields, you can automatically complete the customer record’s custom fields using the data you’re sending to the platform through the community. This function in the platform is called extra value mapping. With extra value mapping, you can associate a key with a standard or custom field.
For example, for your Apple Business Chat community, you decide to collect a customer_id field. You create a Customer Number custom field to hold this data in Digital > Custom Fields. You then map this key to a Customer Number field for your community in Channels > Community Profiles. Your customer record will then report the data from the customer_id key in your Customer Number field.
To set up value mapping, navigate to Channels > Community profiles and edit a community’s Extra value mapping configuration.
Custom fields in the customer record
Once you have created your custom fields, you can decide where they should appear in the customer record. If you have created at least two custom fields, you can reorder them to change the order in which they appear in the customer record. To reorder the fields, drag and drop the field you want to move. The changes will be immediately visible in the agent interface.
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