Manage Custom Fields

Custom fields allow you to collect data from your contacts. The data can be about them or about the issue they are having. For example, you may have a custom field to collect a contact's email address and a separate custom field that displays the reason they are contacting you. Custom fields can display this information to agents while they are working on the case. This helps the agent know how to help the contact more specifically.

You can create custom fields for customer cards or for cases.

Create Custom Fields for Customer Cards

Information collected with custom fields appears on the customer card. Information that's gathered during case handling is also associated with the customer card. This means that when a new case opens for the same contact, agents can see all existing information about them on the customer card. In this way, agents can build a more personal relationship with repeat contacts.

You can also use customer card custom fields in other ways with Studio scripts using the CC Custom Fields action.

When you set up an authentication message template in an Apple Messages for Business channel, those also appear as options for custom fields that agents can send to contacts.

Agents need to know when they're working on a case for a new contact so they can handle it with special care. Agents should build a strong foundation with new contacts to give the best experience possible. This may include offering special pricing or using a specific strategy in the interaction.

Mowgli Kipling, the contact center administrator, uses routing sub-queues for these cases. He creates a custom field called New. Agents can select True or False from the field drop-down if they learn their contact is new. In the future, they can quickly see if the contact is new or returning and adjust their handling of a case accordingly.

  1. Click the app selector and select ACD.
  2. Go to DFO > Custom Fields.

  3. Click Create new custom field for Customer Card.
  4. Enter an Ident for the field. This is the internal name that's used in the database. If you intend to use this custom field in Studio, this value cannot have any special characters except hyphens (-) or underscores (_).
  5. Enter a Label for the field. This is the external name that shows in the customer card details.
  6. From the Type drop-down, select the type of field you want: Text, Email, or Drop down list.

  7. Click the sliders for the Is visible in right panel, Is editable, or Is visible in customer card options to enable them.

  8. Click Save.

Create Custom Fields for Cases

Custom fields for digital cases are visible in the caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. information. You can also create custom fields that agents use to collect information. For example:

  1. Click the app selector and select ACD.
  2. Go to DFO > Custom Fields.

  3. Click Create new custom field for Case.
  4. Enter an Ident for the field. This is the internal name that's used in the database. It must be all lowercase with no spaces. You can use an underscore character (_) to represent spaces.
  5. Enter a Label for the field. This is the external name that shows in the caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. details or on the precontact survey form.
  6. Enter a Label Translation Key for the field. When used by components like CXone Guide that have their own translation database, this key is used to look up the translation for the custom field label in the UI. When used with stand-alone chat, the translation must be provided during the initialization using the JavaScript API command setCustomTranslations.
  7. Enter an Aria Label Translation Key for the field. When used by components like Guide that have their own translation database, this key is used to look up the translation for the Aria label attribute used by screen readers. When used with stand-alone chat, the translation must be provided during the initialization using the JavaScript API command setCustomTranslations.
  8. In the Type drop-down, select from: Text, Email, Drop down list, or Hierarchical.

  9. You can enable any of the additional parameters for the field by using the toggles.

  10. Click Save.
  11. If you selected Hierarchical for the field Type, set up the hierarchical items:
    1. Click Edit items.
    2. Click Create value for custom field.
    3. For the first item, skip the Parent ID field.
    4. Enter a Value that will appear to the contact on the pre-chat form.

    5. Enter a Label for the field. This is the external name that shows in the caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. details or on the precontact survey form.
    6. Enter a Label Translation Key for the field.
    7. Enter an Aria Label Translation Key for the field.
    8. Click Save.
    9. To create another top-level value, repeat the previous four steps. To create a child value, click Add item for the field value you just created, enter a Value, and click Save.
    10. Repeat these steps until you have added all values for the field.