The Fields editor allows you to create custom fields that are used in Contacts manager, Segmentation editor, Contact Flows, Account, Ticketing, and Agent editor. You can also define the data type for each custom field and easily identify, report, segment, and store the data points as needed.
The Fields editor displays the list of fields existing in the selected Entity. These details include:
Entity - Displays the associated entities to the selected Fields. You can select the appropriate entity from the available drop-down list:
Contact: Fields that are associated with a specific record in Contact Manager.
Transaction: Campaign-based fields that are associated with records within a campaign.
Interaction: Contact Flow-based fields that are associated with a specific call, email, or SMS.
Ticket: Ticketing-based fields that are associated with records within a Ticket.
Account: Fields that are associated with records in an Account.
Agent: Fields that are associated with records in the Agent editor.
SMS Dnc: Fields that are associated with records in the SMS DNC in Contact Manager.
Phone Dnc: Fields that are associated with records in the Phone DNC in Contact Manager.
Email Dnc: Fields that are associated with records in the Email DNC in Contact Manager.
User: Fields that are associated with user records.
Based on the selected entity, the General tab displays the following details:
Field - Displays the field name of the selected entity.
Label - Displays the label associated with the field name.
Data Type - Displays the data type defined for a field. The data type for a field can be defined as Date, String, Boolean, Number, or List.
Select the Entity where you want the new custom field added.
Click Add Field to create a new custom field. You can adjust the Label attribute to create a field.
Define the Data Type for the new field you are creating, and then click Ok to add the new custom field.
Click Save.
You need to add values to define a list, in the fields that have data type assigned as List. You can define a maximum of 50 values for a list.
You can view the custom fields defined for Contact Manager in the Contact Details screen by navigating to Configure > Contacts > Contacts, double-clicking a contact, and then clicking Contact Details.
Select the Entity where the custom field is listed.
Double-click the field that you want to edit. The Edit Custom Columns screen appears.
Update the Label and Data Type for the field.
Click OK.
Click Save.
Custom fields are defined here before they become available for use in Contacts Manager, Segmentation editor, and Contact Flow.
Once a data type is assigned to a custom field, no other data type is accepted in that field. For example, if you define data as a Number Type, only integers or fractional numbers are stored.
You can update the label for each phone field in Contact Manager through the Fields editor. Once labeled, the name persists throughout the platform wherever the phone position is referred.
The platform currently offers a maximum of 100 custom fields for Contacts manager, 100 for account/Ticket, and 20 custom fields for Agent entities.