Custom fields in Brand Embassy allow you to gather and save various information and work with the customer based on that. There are many ways how to work with Custome fields and we will cover them all here.
First, we have CRM custom fields, those are designed to store the customer information. Data like their telephone number, email address or any sort of identification number.
Secondly, you can gather information in custom fields on the level of the cases. On live chat, you can create different topics and route the customers to specific agents based on those. Or you can gather information from the client before the session starts so your agents have some initial idea about the topic of the conversation.
You can use both in combination with the chatbot builder attributes and store information you have gathered on chatbot into the platform. Make sure that the Custom field is editable! Once you have saved the custom field, you will be able to see it in your chatbot builder under the Case or Customer attributes.
And lastly, we will show you where to find them in your reports.
Example of CRM custom fields:
And case custom field in an email and Live Chat: