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Custom fields

Custom fields are your organization's own metadata fields on conversations — call reason, CSAT score, product discussed, or anything else worth capturing per conversation. Values are filled manually by users, by an integration, or — most powerfully — by an AI task that extracts them from the transcript (see Custom fields in the Overview for the concept).

Custom fields are managed under Administration › Customization › Custom Fields.

System fields and your organization's fields

The page has three tabs:

  • Overview — every field available to your organization, with an Enabled / Disabled filter.
  • System Fields — fields defined centrally and shared with every organization.
  • My Organization Fields — fields created by your organization's administrators.

Each field can be enabled or disabled from the list (Disable / Enable), and View settings opens its configuration. You can enable or disable system fields for your organization, but their definition is not yours to edit.

Managed by your service provider

System fields are maintained by your service provider. To change one — or to get a shared field added — contact your provider; to define a field of your own, add it under My Organization Fields.

Creating a field

Click Add Custom Field and configure:

  • Name — the label users see; API name — the identifier used by the REST API and integrations; Description — shown with the field to explain what it holds.
  • Status (Enable) — disabled fields are hidden without losing stored values.
  • Editable — "Authorized users can edit values of this field". Leave this off for fields that should only be written by AI tasks or integrations.
  • Field type:
Type Holds Type-specific settings
Text Free text Field length; display as Default, Label, or Multiline
Number Numeric values Min/max value, numeric precision and conversion, aggregate formula
Date A date —
Dropdown One of a fixed list of choices The Choices list — each with a label and color
  • Display settings — display group and order (how fields are arranged on the conversation detail page), an optional display prefix/suffix (for example a currency symbol), and Compact view ("Show the field in compact call details view").

Dashboards and value buckets

Two settings turn a numeric field into a reportable metric:

  • Dashboard — "Show dashboard for this metric" adds a dashboard tab for the field, named after it. This is how CX metrics such as CSAT and NES get their dashboards — see CX metric dashboards in the User Guide.
  • Value buckets — optional thresholds (a condition, a threshold value, and a color) that group values into labeled bands on dashboards.

Where fields appear

  • On the conversation detail page, where authorized users can view and (for editable fields) update values — see Custom fields on a conversation.
  • In advanced search, as a Call - <field name> criterion for every custom field.
  • As report columns and, when enabled for dashboards, as a dashboard tab.

Filling fields with AI

To have a field filled automatically from the transcript, create an AI task with the field as its destination — see Creating custom insights, which includes worked recipes for CSAT and similar metrics.