Custom field types

AI-generated summary

Genesys Cloud provides custom field types that enable organizations to capture personalized data about external contacts and organizations. The platform offers eleven field types: checkbox, date, date & time, dropdown, identifier, integer, number, tag, text, text area, and URL. These fields support various business use cases, including storing membership IDs, designating VIP customers, and routing contacts to specific agents. Searchable field types include identifier, tag, text, and text area, which support case-insensitive exact or complete word matching. Field specifications include character limits ranging from 100 to with dropdowns supporting a maximum of 50 options and tags supporting up to 10 strings. Access requires either Genesys Cloud CX 2, CX 2 Digital, or CX 3 Digital licensing, along with appropriate permissions for creating or viewing custom fields. The feature enables organizations to provide differentiated customer experiences through structured, searchable custom data attributes

PrerequisitesClick to expand

Provide personalized experience by leveraging custom information about your customers. For example, perhaps your company offers a rewards program that requires you to add a membership ID and other associated data to a contact. Or perhaps your company wants to designate VIP customers and route them to specific agents. Custom fields for external organizations and contacts gives you the ability to create the fields to help you do that and more.

When you create a custom field, the following field types are available: