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Custom fields store structured data, such as an order number, the reason for contact or whether a replacement was offered, on a conversation or on a customer. Aide can fill them in, and your team can too. Manage fields in Settings > Fields.

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Field types

Text, Number, Date, Yes / no, Single choice and Multiple choice.

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Conversation or customer

Each field has a scope. A Conversation field belongs to one conversation. A Customer field follows the customer across all their conversations.

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Name, key and description

  • Name is what your team sees.
  • Key is used in templates, rules and the API. It starts with a lowercase letter and uses lowercase letters, numbers and underscores, for example order_number. It can’t be changed after the field is created.
  • Description is what Aide reads to recognise the value and to ask for it, so be specific: “The order number from the confirmation email, starting with #.”

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How Aide fills it

  • AI reads it: Aide reads the value out of the conversation, using the description.
  • Pattern: Aide takes the first value a pattern you write finds in the customer’s messages, then in the subject. No AI involved.
Aide can read and ask for Text, Number, Single choice and Yes / no fields. Date and Multiple choice fields are set by teammates.

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Letting Aide ask for a field

Add the field to the AI Agent’s Fields tab, or use a scenario’s collect-a-field action. For each, choose how it’s collected:
  • Extract only: Aide reads the value from the conversation and never asks.
  • Ask if missing: Aide uses the value if the customer already gave it, and asks otherwise.
  • Always ask: Aide asks even when the value appears in the conversation.
On the field you can also set the Question Aide asks (blank lets Aide phrase it from the name) and, for text and number fields, a pattern the Answer must match.

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Required on close

Turn on Required on close and a person can’t close the conversation until the field has a value.

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Fields from your helpdesk

Fields from a connected Zendesk, Front or Gorgias show a “From Zendesk”, “From Front” or “From Gorgias” badge. Their name and options come from the helpdesk; change them there.

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Where values come from

On a conversation, each value shows where it came from: from the conversation, from your site, answered by the customer, set by a teammate, or corrected.