This new feature allows customers to store and manage data from external platforms directly in Talkdesk, making it easier to relate Talkdesk data to non-Talkdesk data.
This capability provides flexibility for businesses to manage data across multiple systems.
Key Benefits:
This new feature is designed to help you:
- Integrate Data from Third-Party Platforms: Seamlessly import and store data from other tools such as CRM systems, marketing platforms, financial software, healthcare, etc.
- Create a Cross-Platform Report: Combine external data with Talkdesk interactions.
- Flexible Data Storage: Custom fields allow you to store various data types (text, numbers, dates), making it adaptable to your business's needs.
What are custom data fields?
Custom data fields allow you to store data from third-party systems at Talkdesk. This includes:
- Text Fields: For storing qualitative information like descriptions or comments.
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Number Fields: Allows you to store metrics like sales figures, customer satisfaction scores, internal account numbers, internal agent\ IDs, among others. There are two type of number fields:
- Int Fields: data type used to store whole numbers without any decimal places.
- Float Fields: data type used to store numbers with decimal points.
- DateTime Field: This field can track dates and times, such as deadlines, campaign launches, service renewals, etc.
To see the details on the number and type of custom fields available, check the data dictionary article.
Why Use Custom Data Fields?
If your business relies on multiple platforms, custom data fields allow you to combine data from those platforms with Talkdesk interactions, enabling you to get an aggregated view of your business.
Use cases:
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Financial: Store data from accounting systems, like internal account numbers, and relate it with the Talkdesk interactions, making it easier to co-relate those when billing your customers.
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Sales and Marketing: Store campaign data, leads, or conversion rates, that can be related to Talkdesk interactions.
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Healthcare: Custom fields allow healthcare providers to store information to be related to Interactions on Talkdesk, use cases can range from Appointment and Visit Logging, to Billing and Insurance Information.
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Retail: Custom fields enable retailers to capture detailed information about customers, transactions, and inventory. This includes customer purchase history, product preferences, feedback, and loyalty program details, as well as real-time stock levels and supplier information. By storing these data points, custom fields offer a way to relate them with Talkdesk interactions.
- Overall use cases on collecting data/metrics from third-party platforms: Store data from third-party platforms (like the status of an insurance policy, bank balance, customer satisfaction, internal agent’s ID, etc.). This information can be useful to identify trends and enrich Talkdesk reports.
Custom Fields Usage and Restrictions:
The Customer acknowledges and agrees that:
- Custom Data Fields are not intended for the storage of sensitive data, including but not limited to Protected Health Information (PHI), and shall not be used for that purpose;
- Talkdesk is not responsible for using Custom Data Fields and the information entered into them. The Customer and the Authorized Users shall always comply with Talkdesk Acceptable Use Policy.
Setup Guide:
- Store and relate custom data:
a. Create an OAuth client with the necessary scope (interaction-custom-fields:write). For more information regarding oAuth clients, click here.
b. Invoke the interaction custom fields API to insert/update custom data and relate it to Talkdesk interactions. For more information, click here.
2. Ways of accessing data on Custom Fields Report:
a. Run a report on Explore UI (default reports -> Interaction Custom Fields).
b. Use the Explore API to access the data. For more information regarding Explore API, click here.
To see how to use this feature inside a Studio Flow, click here.
FAQ:
Do we have to use an existing InteractionID?
Using an existing interaction ID is not mandatory, currently, but it is highly recommended. Future versions of the custom fields feature will require a valid InteractionID, and existing records without a valid InteractionID may not be considered.
Can you update the custom data fields?
Yes, you can update custom data fields. The "updated at" field will record the timestamp of the last update.
Note: Any update operation will replace ALL custom fields with new values. If you update a single field for an Interaction ID record without including the existing field values, all other fields will become empty.
Can I insert more than one record per InteractionID?
No. Only one record per Interaction ID is allowed. If you store data for an Interaction ID that already has a record, the existing data will be updated with the new values.
Can I delete a record?
No. Direct deletion is not supported. However, you can clear data by updating the custom fields of an Interaction ID record with empty values.
What are the limits regarding field sizes?
A: Check this information in the Custom Fields data dictionary article.