Auto fill field

Automatically populate predefined fields based on conversation context.

Action — Uses AI to populate grouped single option custom fields from conversation context. Only the grouped single option field type is supported.

What it does

Analyses the conversation and automatically sets selected custom fields based on what the person has said — without asking them directly.

When to use it

To categorise or tag a conversation automatically, such as setting an enquiry type or product category, before a handoff or ticket creation.

Because this action runs during a chat, it fills the custom field on that chat. If the chat later becomes a ticket, the value is copied to the ticket automatically — see Tickets → Create a ticket.

Settings

Setting	Description
Select fields	One or more grouped single option custom fields to auto-fill. If no match is found, the field is left unset.
Variable name	The chat variable that stores the result of the field assignment.

Press Save to confirm edits.

Custom field setup

Before using this action, create the custom field in settings:

1. Go to Custom fields (Settings → Teamspaces → Custom Fields) and select Create Custom Field.

2. Choose the Conversations field type — these apply to both livechats and tickets.

3. Set Type to Single select (grouped).

4. Enter a Name and optional Description.

5. Define groups and options in the Field options JSON editor.

6. Set a Default value if required.

7. Select Create.

Outcome branches

The action branches into Success and Error. Nest subsequent actions under each as needed.

Example

Auto fill field
• Select fields: enquiry_type
• Variable name: matched_enquiry
├─ Success
│  └─ Branch on enquiry_type
└─ Error
   └─ Send message: "Could you tell me more about your enquiry?"

Related

Auto team matchSet variable