There are multiple use cases of the case custom fields, mostly applied on Live chat, let's go through them!
Setting up the Custom Fields
Go to Settings/Custom Fields but this time choose create new Posts Custom Field:
Once in you can see a form to be filled in. It is very similar to the CRM:
Ident is a name in the database. The label is the name that will show up in Brand Embassy and finally Type, where is the biggest difference:
- Drop-down list
The toggles also differ so let's see what can we do here.
One of the most common use cases is creating custom fields to gather data before the live chat session. We will show the field in the live chat window by turning on the Visible in live-chat pre-survey. In order to make customers fill in the information, turn on the Required field. Editable is handy in case the customer misspells the information, for example, email :)
Once you saved it, you can see the custom field in your live chat session and in the live chat window. The little pencil is editing possibility:
Have you noticed that the pre-live chat survey shows only the email? That's because we have set up the other fields to be visible only in the post detail!
Learn more about the hierarchical custom fields in the next article!
Routing based on Custom Fields
Now that we have set up the custom fields, let's make sure that the session will be handled by the best-skilled agent to handle the task!
Do you have Queue routing? See the guide here!
In the Settings/Intelligent routing click the edit routing rules for the team which should handle that specific task. Let's say changing the plan:
Once in the setup click the custom fields and choose the one you want to route to this team. In our case it is the topic:
And that's it! Now whenever the customer chooses the Plan Change in the pre-live chat survey, they will be routed to this team.
Afraid to lose any communication? Don't be! We have set up the rules in a way, that when no one form this team is online, the chat is routed to first available agent ;)