Overview
Custom fields allow you to capture tailored customer data and use it across the platform — from personalizing Helpdesk conversations to driving automation in Journeys.
Custom fields support the following types:
Single Line
Multi-line Input
Number
Date
Date Time (stored in UTC)
Dropdown
Checkbox
Multi-Select Dropdown
Supported Field Types
Field Type | Description |
Single Line | Short text entries |
Multi-line Input | Multi-line free text |
Number | Numeric values only |
Date | Calendar-based date selection |
Date Time | Date and time input (stored in UTC) |
Checkbox | Boolean input (Yes/No) |
Dropdown | Select a single predefined option |
Multi-Select Dropdown | Select multiple values from a list |
Step 1: Creating Custom Fields
Navigate to Settings → Custom Fields.
Click Add New Field.
Choose a Field Type and provide a Field Name (label shown to agents).
Save the field.
The field becomes available for Customer Profiles, Helpdesk, and Journeys.
Step 2: Filling Custom Fields in Customer Profile
Open any Customer Profile or navigate to custom field option in Right panel of helpdesk.
Fill in the custom fields manually.
Click Save.
Saved values sync automatically for Journeys and Helpdesk display.
Viewing Custom Fields in Helpdesk
In active conversations, all filled custom fields appear in the right-side panel under Customer Details.
Agents can reference custom data in real time without leaving the Helpdesk screen.
Using Custom Fields in Journeys
Accessing Field Values
Each custom field has a variable format:
customer.custom.alias_name
Active fields are available in the variable picker.
Referencing a deactivated field during journey compilation will throw an error.
Blocks
Block Name | Supports Custom Fields |
Store to Variable | Yes |
Condition | Yes |
Filters | Yes |
Evaluate | Yes |
Delay Till (Date/Time) | Yes |
You can write a value into a Custom Field using the Store to Variable block inside a Journey.
Even if a customer’s custom field was empty earlier, this will update the value for that specific customer when they trigger the Journey.
The updated value gets synced back to their Customer Profile automatically after execution.
Time Zone Handling
Journey builder saves Date/Time values in UTC.
CRM dashboard displays times in System Time Zone.
Customer messages use the Customer’s Time Zone for scheduling.
Example:
Stored value 2025-04-23 05:40 PM (UTC) might show 2025-04-23 11:10 PM locally depending on time zone settings.
Dropdown and Multi-Select Behaviour:
Multi-select fields allow add, remove, or overwrite operations.
If a configured dropdown or multi-select value is deleted later:
The Journey step fails gracefully with a backend error.
Execution skips that particular step.
Real-Time Variable Behavior
Immediate use of a stored variable in a journey relies on local memory
Field name edits in Settings are not reflected automatically in existing journeys.
Deactivated fields return
"None"during execution.
Using DateTime Fields in APIs
DateTime custom fields cannot be passed directly to APIs.
Always convert using the Evaluate block:
evaluate -> toString(customer.custom.field_name)
Example Use Case
Scenario: Medical Reminder Flow
Custom fields created:
medicine_name(Single Line)dosage_time(DateTime)medication_days(Multi-select)
Journey actions:
Condition Block to check if
medicine_nameis 'Paracetamol'.Delay Till Block to wait until
dosage_time.Evaluate Block to format
dosage_timebefore external API calls.Store to Variable Block to update
medication_days.
Notes and Edge Cases
Variables from deactivated fields output
"None".Dropdown/multi-select fields missing configured values cause step failure (skip execution).
Using a variable immediately after storing uses local runtime value.
Date filters in Journey include time comparisons (e.g., "after 2025-04-23" also includes "2025-04-23 10:00 AM").
FAQs
Q1: What happens if I deactivate a custom field?
The variable will still exist but will return a value of "None" when accessed.
Q2: Can I immediately use a custom field stored during a journey step?
Yes, but it is read from the journey’s local memory, not from the database.
Q3: What happens if a dropdown option is deleted?
Journey steps trying to use that deleted option will throw a backend error and skip execution for that block.
Q4: How are Date and DateTime custom fields stored?
Dates are stored without time; DateTime fields store both date and time in UTC format.
Q5: How do I send a DateTime field to an external API?
Use the Evaluate block to convert it into a string first.
Q6: Can custom fields be edited later?
You can rename fields in Settings. However, existing Journeys will retain the old alias and must be manually updated.
For further assistance or to raise feature requests related to Custom Fields, please contact [email protected]