Custom Fields Templates and Scenarios

Custom fields are powerful and useful tools to help you organize and prioritize conversations in your Inbox. Here are some examples that you're welcome to copy, change up, or simply admire.

Custom fields are available on Plus and Pro plans. More about the feature in general here: Work With Custom Fields

Conversation Topic 

Set a conversation topic as a great way to categorize different requests or issues. It's also useful for reporting to be able to see what the most frequently asked questions or recurring issues are.

For example, if your business is ecommerce, you might want to keep track of how many folks are writing in about shipping issues, asking to return items, or just general inquiries about orders.

Customer Type 

Use a customer type field to get a glimpse of which customers are writing into your Inbox, and how many are emailing your team.

As an example, if you're a SaaS provider that offers different plans, use that to keep track of which plans you're hearing from the most.

Pro-tip: Work with your development team to implement Beacon using identify to automatically send in this information when customers reach out via Beacon email or chat. A little more information here: Advanced Beacon Customization: Use identify to Send Customer Data

Priority Level

Set priority levels to help your team flag those conversations that need to be tended to immediately versus those that can be held off a bit longer.

Pro-tip: if you've got a specific customer or organization that needs a little extra white glove service when they write in, use a Workflow to automatically set the custom field as conversations come in from them based on email address or domain.

Add a Date

Use the date field to track timing on important dates that relate to your conversation.

For example, if your customer is writing in about an order, you can set the order date or shipping date so that information is available at a glance.

You can also use the Date custom field to set reminders or follow ups, using Workflows. Set whether or not a Custom Field Date is in the past, for better tracking on overdue conversations, in the future, to see what’s coming down the pipeline, or is today, to create your own snooze button.

Keep Track of Actions

Keep track of actions that have been taken or that your team still needs to take to help the customer.

Add account or serial number

Being able to add account or serial numbers to the conversation can come in handy when needing to quickly identify the customer. 

Tracking Feature Questions or Feedback

Setting a custom field for things such as feature requests provides invaluable insight into what your customers are giving you feedback on.

Add Short Sticky Notes

Use a multi-line text box to add short notes about the conversation that will stick to the custom fields section.

For example, if you're working with field technicians that are making repairs, they can add some repair notes.

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