Filling the custom attributes in conversations
- Last updated on January 3, 2025 at 11:49 AM
Custom conversation attributes are displayed on the Customer Info right-sidebar under Conversation attributes.
Depending on the attribute type, the custom conversation attributes will be displayed differently.
As a reminder, all the conversation attributes are displayed, in all conversations.
Free Text
Free text is displayed with a single text input where people can input whatever text they want.
In the example above;
- Order Number is the attribute Label
- (i) displays the Description when mouse-hovered
- ID-1234 is the placeholder
Single Select
The single select attribute type is displayed with a dropdown where you can only select 1 value.
If you added hierarchical values, then you can navigate within the dropdown, following the arrows. The contact reason will also be displayed differently to show the path.
Dealing with required attributes
If an attribute is marked as required then it will be signalled with an * in the user interface
If the conversation is closed without the required attributes being present then the agent will be put on "indefinite wrap up" mode so they will not receive any additional conversations until they fill in the missing attributes.
During this "indefinite wrap-up" the conversation will be marked as such in both the notification pop-up and also in the left-side conversation sidebar.
The missing attributes will also be highlighted in the Conversation attributes custom widget on the right
Once the agent fills in the required attributes, a normal wrap-up time will be initiated for the conversation
