How to Create Custom Fields and Custom Panels

Custom fields extend contact and log entries by allowing you to add fields for important information you want to associate with a particular call or contact. Custom fields can be used within the softphone, call log, smart routers, notifications, and reports.

Click here to watch our video walkthrough on custom fields. 

• Custom fields are organized into panels.
• ​Panels can be displayed as call log columns (one per account) or call log action icons.
• Up to 30 custom fields can be added for each account.
• Text and Text Area field types have a maximum limit of 4096 characters.

Adding Custom Fields:

Creating custom fields lets you add new fields to the Contact panel, which displays the user's contact information in the call log, and to the Score panel, which appears in the Score section of the call log.

1. Navigate to Settings → Custom Fields.
2. Click the "Add Custom Field" button to add a new field for either section.
3. Enter a name for your field and choose a field type (such as phone number, email address, checkbox, plain text, or even a drop-down menu).
4. Choose whether you want the field saved to the individual Activity (call, text, or form), the Contact, or the Tracking Number.
   • Save to Activity might be more beneficial for fields such as ratings or products mentioned on the call.
   • Save to Contact might be preferable for fields to track account IDs or extra contact information.
   • Save to Tracking Number might be helpful if you want that field to save only to certain Tracking Numbers.
5. You will also have the option to edit the API name for each custom field you add. This defines the name of that field for retrieving or interacting with it via the API. Once it is set, the API name cannot be changed or removed.
6. To add your custom fields as a new column or as an action icon in the call log, click New Panel in the upper right corner. Your new panel will appear below the existing Contact and Score panel areas.
7. You can add a name and description at the top of the panel. The box icons on the upper right side of the column set the type of panel it will be (standard, call log column, or action icon).
   • Note that only one new column can be added per account. Action icons will appear in the existing "actions" column in your call log alongside the existing email and flag buttons.
   • Clicking the Required checkbox will make this field mandatory for completion. 
     • Note: If you make a custom field required, users must fill it out before they can save or continue. This applies wherever the required field appears, such as in the wrap-up or contact panels.
   • Clicking the Log Visible checkbox will allow the field value to display in the Call Log. If the box is unchecked, the space in the Call log will remain blank, even if the field is filled out. 
     • Note: The Log Visible option will not work when custom fields are used on the score panel. The score panel will only show default CTM fields such as Score, Converted, or Reporting Tag. We recommend using the default score fields or moving the custom fields to a panel other than the score panel. 
   • Clicking the Redact Data checkbox will permanently remove any data in this field. 

Custom Fields Dependencies:

What is a Dependent Field?

Dependent fields allow you to enforce dependencies on a custom field such that if one field is not filled out, the agent can not fill out another field. If the value of a dependent field does not matter, you can leave the dependent value blank.

Note: The configuration cannot have a field dependent on itself. 

Setting up a Dependent Field:

Step 1. Navigate to Settings >> Custom Fields.

Step 2: Locate the Custom field that should appear if another custom field is filled with data. 

In this example, we will want the Test 1 custom field to display if/only if the NEW SCORE STARS custom field is entered with any value.

Step 3. To the far right of the custom field, click the Blue Chain icon (dependent field icon) to create the dependency.

Step 4: Once the Blue Chain Icon is clicked, the Field Dependency pop-up will load.

Step 5: Select the Dependent field; once populated with data, it will display the Test 1 custom field. 

In this use case, we will select the NEW SCORE STARS custom field. NOTE: Whenever the NEW SCORE STARS custom field is populated with data, the Test 1 custom field will be displayed. 

If you want the Test 1 custom field to be displayed when a specific value is entered in the NEW SCORE STARS custom field, such as the number 1 (one-star value), make sure to add this value to the Field Value box, as shown in the screenshot below. This configuration will only display the Test 1 custom field if the NEW SCORE STARS custom field is set to 1 (one star). 

You can now select multiple values when configuring picker field dependencies for custom fields. Previously, only a single value could be selected, which often required duplicating custom fields to support complex wrap-up panels with many conditional rules. Now, picker field dependencies work as "if any", meaning a field can display when any of the selected values are chosen.

Custom Fields and Smart Routing:

Custom fields can be used in rules for call routing in your smart routers. If you'd like to route calls based on caller ID, premium support status, or product type, you can create custom fields for those values and use them as conditions in your smart router.

Custom Fields and Salesforce:

Custom fields also work in conjunction with your CTM/Salesforce integration. Once you create your custom fields in CTM, you can map them to fields in Salesforce. This ensures that critical information is consistent between the two systems, and any rules you have set up in SFDC regarding those fields will operate correctly as contacts and activities come over from CTM.

Custom Fields and API:

Our API allows you to retrieve or write custom field values. For more information, please refer to the documentation page here.

Custom Fields and Activity Reports:

When creating custom fields with reporting in mind, note that only specific field types, such as pickers and checkboxes, are compatible with activity reports.