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Important note: Admins should contact their Talkdesk representative to request Custom Fields for a directory.

Overview

This article explains Custom Fields in Service Directories: What they are, how Admins apply and remove them, and where they appear once applied

Understanding Custom Fields

Service Directories uses a standard set of fields by default, the same for all Industries. Organizations often track information that does not fit into this default structure, or need industry-specific information to support flows that are not otherwise possible.

Custom Fields close this gap. They are additional, industry-defined fields that Admins can add to a directory on top of the platform's default schema.

Notes:

• Custom Fields are grouped into packages. A package can be exclusive to one or more directories, or common to all directories.
• Custom Fields appear below the default fields, using the same design, in both the Admin and Agent Service Directories UI.
• A package may contain sub-groups of fields. When an Admin selects a package, all fields within it, including those in its sub-groups, are applied together.

Applying and Using Custom Fields

Applying Custom Fields

1. In the Admin App, click the three vertical dots button, then click Manage additional fields.

2. In the side panel that opens, review the available Custom Field packages for the Industry the account belongs to. Each package description explains its context, the fields it includes, and how those fields are organized.
3. Select the checkbox for the package(s) to apply, then click Apply.

4. Once applied, a confirmation message appears in the bottom-right corner of the page. If a package cannot be applied, this message indicates the issue instead.

The newly applied Custom Fields then appear in the following places:

• The form used to create a new directory entry.

• Existing entries in the Admin and Agent View of Service Directories, where the new fields appear empty.
  • Agent view:

• Admin view: 

• The template CSV document used for bulk uploads.

Removing Custom Fields

Admins can remove Custom Fields at any time.

1. Open the Manage additional fields side panel.

2. Deselect the package to remove.

Note: Removing a package hides its Custom Fields from view, and any values entered in those fields are permanently lost.

Resources

For more information, see Service Directories in this article.