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Adding and Managing Custom Fields

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SP
Shubham Pachori

Let’s get into the world of users 🤔

Administrator 👔

As an administrator custom fields created by admin will be available to team members who are part of the shared inbox to fill these custom fields to add more structured information to their conversations, view them in open conversation, use them to filter conversations, do more structured analysis by creating custom report and views. In the detailed stories below what we will try to visualise is various possible real life scenarios for which users in a role of administrator
Would want to add custom field to a shared inbox
What type of fields would they want to add
How will they manage applicability of these custom fields in analytics, automation and SLAs

Story behind Adding and managing new fields 📫

Alok is admin of ABC’s customer success and support shared inbox. He has been struggling to classify, prioritise and assign mails which are coming in on daily basis. In his own words
We are a B2B SaaS product company and for us to manage our support and success process with more efficiency in Hiver we need a way by which can categorise, prioritise and auto assign incoming emails basis on
- What kind of issue users are facing
- What’s the priority
- Which product feature is it related to
- What’s the status of resolution internally between QA and engineering team
- What kind of plan does user have - free trial, starter, pro and enterprise
- Which part of the world they belong to
Dhrumil is admin of ABC’s inbound sales shared inbox. He has been struggling to classify, prioritise and assign mails which are coming in on daily basis. In his own words
We are a B2B SaaS product company and for us to manage our inbound sales process with more efficiency in Hiver we need a way by which can categorise, prioritise and auto assign incoming emails basis on
- Plan in which user will fit
- No of user seats potential
- What’s the potential revenue of the customer
- Which part of the world they belong to

What will be their experience post launch 🎊

Dhrumil and Alok from their Hiver admin panel would be able to go to manage their shared inbox section
After selecting the shared inbox, with usual options available in current version they will be able to see Fields section now
In fields section, already added custom fields will be shown in the list view, where they will be allowed to manage the applicability and edit details of field
They will be able to add a new custom field to their shared inbox by clicking on Add Field
Dhrumil and Alok now will see create new field form
They can define the label or name of the field which will appear in the side layover which opens up in the mail conversation view
Next they will have to define the type of field from the list custom field library of Hiver
Single select dropdown - once they select this field type we will enable them to define a standard list of options out of which their team member will be able to select one in conversation view for that field
Multi-select dropdown - it will work just like single select dropdown, only difference will be users in conversation view will be able to select multiple options for that field
Location - not much configuration for them to enable this field, this will empower users in conversation view to search location across the globe via our google map api integrations
Currency - once they select this field type, they will have to define which currency they will be using. This will make conversation views, analytics ... much more natural for their teams to read money numbers 😉
Number - once they select this field type, they will have to define which number format they want making it more natural as per the geography they are part of. Number system in Europe uses , to represent decimal and . to represent comma in their number format
Date - once they select this field type, they will have to define which number format they want making it more natural as per the geography they are part of.
Where else these custom fields can be applied
Group By - once they enable this, all reports in analytics will now provide group by option for these fields in deep dive analyse feature
SLA - once they enable this, SLAs can now be configured based on specific fields and their values
Automation - once they enable this, automation workflows can now be configured based on specific fields and their values
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Inbox Team Member 👥

As members of the shared inbox custom fields added by the admins will be available in conversation view to add more structured information to conversations, use them to apply filters, create new views and report. In the detailed stories below what we will try to visualise the various possible real life scenarios of custom field added to inbox based on below themes
How will they add the structured information to the conversation assigned to them ?
How will they filter conversations ?
How can they create new views using these custom fields ?
How will they do drill down analysis in existing base reports in analytics ?
How will they create new custom reports with these custom fields ?

Conversation 💬

In the inbox conversation view, when dhrumil’s and alok’s team members will click on a conversation, apart from assigning and defining the overall status of the conversation as usual, they will be able to fill the structured information to the custom fields defined

What will be their experience post launch 🎊

In the side layover where they add assignee and status, custom field defined by alok will be available. Fields he has added for starters are type of issue, priority and product feature
Alok’s team member can click on these custom fields, select the right option for the field from the options defined by alok
They can now define at a conversation level
the type of issue as bug, feature request and enhancement around the conversation they have received from the end user
They can define the priority, product feature its related too and much more
In case alok decides to add more custom fields to have more structured information to the support conversation, instead of having to do with scrolls team members can click on popup icon just like notes and see list of all custom fields they can fill for a conversation
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Filtering and making new views 🔰

In the inbox conversation view, when dhrumi’s and alok’s team members will click on a filter funnel, apart from the standard Hiver filters they will be able to filter their conversation basis the custom fields as well and save them as new views

What will be their experience post launch 🎊

In side filter layover they will now be able to filter conversations
By applying filters like any of, none of to get answers to questions like
Show me conversation which are bugs
Show we conversation which are high priority
Show we conversation which are not related to product feature X
Once they apply the filters, they can click on saves as to create views to get quick answers to above questions
They will be able to prioritise their workloads in a better way by knowing
How many open and pending conversation are there for bugs by team members
How many open and pending conversation are there for high priority bugs by team members

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Analytics and Custom reports 📊

The real power will be unleashed for dhrumil’s and alok’s team members when they will go to the HIVER analytics

What will be their experience post launch 🎊

Base Reports
When they will click on analyse for the existing dashboard they will be able to drill down by pivoting on the custom fields added
They can now analyse various existing metrics - first repsonse time, avg response time, closusre time, active conversation .... basis on
Any custom fields which have been added by alok - type of issue, priority ...
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Custom Reports
When they will go to create custom reports they will be able to custom field value based metric analysis
They can analyse - first response time, resolution time .... based on specific custom fields for example
They can see for issue type bugs
what’s first reposne time by assignee
what’s the avg resolution time by assingee
what’s the avg no of open conversations by assignee
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What else can we do ? 🎁

Configuring automation based on custom fields 🤖

Just like dhrumil and alok said they want to automate assignment basis on the custom fields they have added to their inboxes there are thousands of admin users who want to enable much more intelligent automation based on their use case specific data points

What will be their experience post launch 🎊

Once they have enabled a fields to be used in Automation workflows
They will be able to create new automation where now they can configure automation based on when a particular custom field value is set what shall be done (apart from the regular email received and sent triggers)
They will be able to define condition based on the custom fields added in their inbox. For example
They can define condition on specific values of custom field and if the conditions are met, they can now assign conversation to specific team members, set values for custom fields ....
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Configuring SLAs based on custom fields ⛳

Just like dhrumil and alok said they want to define SLAs, escalaitions basis on the custom fields they have added to their inboxes there are thousands of admin users who want to enable much more intelligent
SLAs based on their use case specific data points

What will be their experience post launch 🎊

Once they have enabled a fields to be used in SLAs from the fields section
They will be able to create new SLAs where now they can configure escalations for all new or open emails based on the values selected in the custom fields (apart from the regular tag value based SLAs)
For example
They can define apply SLA on specific values of custom field and if the conditions are met, as per the conditional triggers set, the escalation will be sent to the selected team members

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Detailed Story Board

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