Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license

The following permissions:

  • To create custom fields: External Contacts > Custom Fields > Add, Edit, and View
  • To see and use custom fields: External Contacts > Custom Fields > View

    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:

    Custom field types

    Field type Description Searchable Notes
    Checkbox A binary interactive box No
    Date A selectable date No
    Date & Time A selectable date with time No
    Dropdown A drop-down list of string data No 50 drop-down options max;
    100 characters max per drop-down option.
    Identifier A unique single-line string Yes 100 characters max;
    Search for the exact, complete identifier string, case insensitive.
    Integer A whole number No
    Number A number field with a decimal No
    Tag A single-line string with multiple strings Yes

    100 characters max;
    10 tags/strings max;
    Search for the exact, complete tag/string, case insensitive.
    Text A single-line string Yes

    100 characters max;
    Search for a complete word in the field, case insensitive.
    Text Area A multi-line string Yes 1000 characters max;
    Search for a complete word in the field, case insensitive.
    URL A single-line string that links to a webpage No 200 characters max.