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With the Fields & Mappings feature of CloudCX Inbox, you can create additional fields that help give context to a ticket. These fields allow you to capture information and save it to a ticket. System fields are default, and custom fields can be created to serve your unique operational or business needs. These are the types of custom fields available: Text, Text area, Email, URL, Radio button, Checkbox, Dropdown list, and Checkbox list. You can create custom fields with any of these available field types and map them using mappings to fetch data. |
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Create Custom Fields
Prerequisites
A valid system admin account.
Step-by-Step Instructions
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Go to your
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system
CloudCX installation domain, and log in with the admin account.
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From the left navigation menu, go
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to Inbox
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> Settings >
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Fields & Mappings.
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In the Fields
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tab, click on the “+” button to add a new custom field.
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Select a data type as per your need.
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Provide field details, such
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as Name, Display Name, Field
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Length, Help
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Text, or
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Default Value.
Click Save to complete the custom field configuration.
Now, when you go to your Inbox your Inbox tab on the Agent Console, you will find a custom field that has been added under the Info tab.
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Manage Custom Fields
Edit: Click on the “Edit” icon to open the edition window for editing the custom field.
Note: If the variable value is available during the chat, the custom field will be automatically filled up with that value when the chat is converted to a ticket.
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To create field Mappings, follow these steps:
（1）Log in to your CloudCX Control Panel.
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System fields can not be modifed and deleted, only supports to view the system field’s details.
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Delete: Click on the “Delete” icon to open a confirmation window for deleting the custom field. Click on “Delete” button to delete the custom field, or click on “Cancel” to cancel the deletion.
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Create Fields Mapping
Prerequisites
A valid system admin account.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go
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to Inbox
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> Settings >
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Fields & Mappings.
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In the Fields & Mappings page, select the Mappings tab.
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Note: You can edit the mappings for any custom field that you create.
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In the Mappings tab, select a field and click the Edit icon under the Action column.
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The Edit Mapping drawer appears.
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In the Edit Mapping
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page, you can choose the mapping field from
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Pre-Chat or Visitor in Chat Field Type.
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Click Save.
Note: The system obtains
If the
（6）Click Save.
variable value is available during the chat, the custom field will be automatically filled up with that value when the chat is converted to a ticket.
If a custom field is mapped to a Chat field, and the Chat field gets deleted, the custom field's value will be empty
when the chat is converted to a ticket.