Custom Fields

Establish custom data points in Proto AICX.

Requires the Manage custom fields permission to create, edit, or delete custom fields.

Custom fields are unique data collection points you can apply to conversations (livechats and tickets) or people, for your own tracking needs.

A custom field created for conversations applies to both livechats and tickets — it isn't scoped to one or the other. When a ticket is created from a chat, any values already set on that chat's custom fields are copied to the new ticket automatically. See Tickets → Create a ticket.

Go to Settings → Teamspace → Custom Fields.

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Create or edit a custom field

1. Select an existing field from the table, or select Create Custom Field.

2. Choose whether the field applies to Conversations (livechats and tickets) or People — set only during creation and can't be changed afterwards.

3. Configure the options:

Field	Description
Type	Input format — set only during creation. Options: Text, Number, Toggle switch, Dropdown, Date.
Name	The field's label.
Description	Brief description to distinguish this field in the table.
Default value	Auto-applied value until overwritten — set only during creation. Format reflects the Type.

1. Select Create or Save.

Fields created before conversation custom fields were unified — as ticket-only or livechat-only fields — keep working exactly as before. They now behave as conversation fields alongside newer ones, so they're visible on both livechats and tickets.

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Delete a custom field

1. Select one or more field checkboxes in the table.

2. Select Delete Custom Field and confirm.

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Use custom fields

1. In the Inbox, Livechats, Tickets, or People dashboards, select a conversation or person.

2. In the right-side panel, scroll to the Custom Fields accordion.

3. Select the edit button next to a field and modify its value.

4. Press Enter, Tab, or click outside the field to save.

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Custom fields across the workspace

Wherever a conversation custom field has a value, it can also be:

Where	What happens
Inbox custom views	Filtered on. A condition on a conversation field matches livechats and tickets alike, since the field and value are shared between them.
Tickets and Livechats dashboards	Filtered on, using the dashboard's Custom fields filter.
Exports	Included as a CSV column for both livechat and ticket exports.
Auto fill field action	Auto-filled by AI, for grouped single-select fields.
Email templates	Inserted as a variable in ticket email templates.