Overview: Custom fields (Console)

This article covers custom fields, which are configurable in Console. This article covers the concepts and workspaces related to creating and enabling custom objects and fields on queues.

In this article

Overview

You can create and enable specific custom fields for a specific queue to gather additional, non-standard pieces of data when handling an interaction. 

Once a custom field is created, and then enabled for a specific queue, that custom field is available in the interaction workspace below the Subject field along the left side of the interaction for the queue user to see or to add data to it. 

In short, you can write data to a custom field or the queue user can manually enter data into them if the information is collected from the customer while engaging with them.

Types of custom objects

The custom fields that you can create include the following:

• Check boxes

• Drop-down menu 

• Input text box

• Paragraph text box

These are examples of a few types of custom objects that you can create and then enable to a queue to collect more information during an active interaction.

Enable a created custom object

Once you’ve created a custom input paragraph field, that only creates the object to make it available on your account. 

This means that if you want to use the created custom object to collect data during an active interaction, then you’ll need to enable that custom field in the specific queue where you want to collect that data. 

So, create the object and then navigate to the queue that’s using that object to enable the object for the queue.

Visual breakdown

Below is the visual breakdown of the form for creating a custom object in Console.

• Display Name: This field is where you create the “name” that’s displayed in the interaction for the agent to read. So, create a label that clearly defines the data that’s collected here. This field recognizes capital letters, spaces, and punctuation marks. For example, if you want the agent on the interaction to check off that they asked the customer a specific question, then type the full question as the display name. 

• Name: This field is the API name that’s used to pull data from the database. This custom field name will automatically add ‘__c’ after the name you input into the field after it’s created. It’s best to not use spaces, capital letters, nor punctuation when entering a name into this field. Once the custom field is created, you can’t modify this field.

• Data Type: This menu is where you select the type of information you're collecting during the interaction. This could be a checkbox field (array), long text response field (text), option from a drop-down menu (array.field) and more. 

  • • numberTime

    • enum

    • number

    • eId

    • text 

    • timestamp

    • array.field

    • html

    • array

• Input Type: This menu is where you select the method in which the data collection is displayed for the agent to complete. A checkbox utilized an input type of ‘toggle’, a drop-down menu would be a ‘select’ input type, and a short or long text response would be ‘text’ and ‘textarea’ input types, respectively. 

• Default Value: This is the predetermined response option for the agent. Admins can opt to leave this blank, enter a predetermined response variable, or in the instance of long text response, can prompt the agent for a specific written information to be entered into the text field.