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Custom fields

Custom fields hold structured data on each conversation — for example a call reason, an order number, a CSAT score, or a product name. Fields are defined by your administrator; their values are filled in by AI tasks, by your telephony integration, or manually by users. For the concept, see Custom fields in the Overview.

Viewing custom fields

Custom-field values appear on the conversation detail page:

  • The Analytics tab groups fields by category (for example CX Metrics or Call Reason & Outcome). AI-filled fields include the value plus the AI's explanation and supporting quotes — see AI insights.
  • The expanded inline view on the Conversations list also shows the conversation's custom fields.

Custom fields can also be shown as columns in conversation lists; column visibility is configured by your administrator (see List layouts and visible columns).

Editing custom fields

Fields that are marked editable can be changed in place: click the value (empty values show [Click to edit]), enter the new value, and confirm. Depending on the field type you get a text box, a date picker, or a dropdown of allowed values.

Note

Editing requires the custom-field edit permission on your role, and only fields configured as editable can be changed. Which fields exist — and their types and allowed values — is managed by your administrator (see Custom fields in the Administration Guide).

Searching by custom field

Use Advanced Search: every custom field is available as a search parameter, so you can filter conversations by any field value and combine it with other criteria.