You can create new custom fields and define the data type for these fields via Field settings. It allows you to easily identify, report, segment, and store the data points as needed. Custom fields are first defined in Field settings before they become available for use within Contacts Manager, Segmentation settings, and Contact Flow. Navigate to the Field settings by selecting Configure > System > Fields from the navigation panel.


The Fields window displays the list of fields existing in the selected Entity and offers the following fields and buttons:

  • Entity: Displays the associated entities to the selected fields. You can select the required entity from the Entity drop-down menu: 
    • Contact: Select Contact for fields that are associated with a specific record in Contacts Manager. You can add custom fields to the Contact entity.
    • Transaction: Select Transaction for Campaign-based fields that are associated with records within a campaign. You can add custom fields to the Transaction entity.
    • Interaction: Select Interaction for Contact Flow based fields that are associated with a specific call, email, or SMS. You can add custom fields to the Interaction entity.
    • Account: Select Account to add custom fields to the Accounts entity that can be utilized for accounts record. You can add custom fields to the Account entity.
    • Ticket: Select Ticket to add custom fields to the Ticket entity that can be utilized for ticket records. You can add custom fields to the Ticket entity.
    • Agent: Select Agent to add and associate custom fields to Agent Profile. Custom fields associated with the Agent entity can be utilized through the Details tab of the Agent Details screen. See the Viewing Existing Agents section for information on the Agent Details screen.
    • SMS DNC: Select SMS DNC to view fields associated with SMS DNC. If a phone number is in the SMS DNC list, you cannot send an SMS to that number. You cannot add custom columns to the SMS DNC entity.
    • Phone DNC: Select Phone DNC to view fields associated with Phone DNC. If a phone number is in the DNC list, you cannot contact that number. You cannot add custom columns to the Phone DNC entity.
    • Email DNC: Select Email DNC to view fields associated with email DNC. If an email address is in the Email DNC list, you cannot send emails to that number. You cannot add custom columns to the email DNC entity.
    • User: Select User for fields that are associated with a customer. You can add custom fields to the User entity.

The Fields window offers the following tabs and links:

  • General:  Displays the list of fields.
    • 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.
    • Add Field: Allows you to add a new custom field. See Adding and Modifying Custom Fields section for instructions on creating new custom fields.
    • Save: Click Save to save the changes.
    • Cancel: Click Cancel to discard the changes.
  • Encrypted (For Contact Entity only): Displays the list of encrypted contact fields.

The Encrypted Fields feature needs to be enabled in order to view the Encrypted tab.  You can verify this is enabled in the Billing tab of the Client section.  See Billing Tab for more information.

  • Field:  Displays the default name of the encrypted field.
  • Label: Displays the modified name of the encrypted field.
  • Data Type: Displays the data type defined for the encrypted field.
  • Add Encrypted Field: Allows you to add a new encrypted field. See Adding and Modifying Encrypted Fields section for instructions on creating new encrypted fields.
  • Save: Click Save to save the changes.
  • Cancel: Click Cancel to discard the changes.