In Casengo emails and chats become cases, and each case is connected to a contact person. While answering support questions, you’ll see the customer details in the contact panel to the left of the case: the customer’s name, email address, phone number, company name and description.
Would you like to add more fields to the contact panel, like a customer number, a website address or a city? No problem. Adding a custom field through the Admin Settings will add this field to each contact panel in your Casengo account.
Go to the Admin Settings and click ‘Contact Panel’ for a list of the fields that you already have. The Field Label is the field name in the Inbox, for example 'phone number'. The field type is the type of field. For example, an input field is a box where you can type. The contact field ‘Email’ is automatically filled by your customer in the pre-chat form, or when he or she emails you.How to add an input field
1. Go to Admin Settings
and click on Contact Panel
on the left.
2. Hit the blue Add input field
button on the bottom of the page.
3. In the popup, fill in the field title. (There’s also an instant identifier field. Don’t worry about that one just yet.)
4. Now hit the green Save
button. The field has now been added to the list and to the contact panel in Casengo. To check this, go to the Inbox and open a case. You will see the newly added field in the contact panel. You don’t need a certain input field any longer?
If you do not want to use a field anymore, you can remove or hide it. If you remove it, you’ll lose all customer information stored for it. Say you want to remove the field called ‘customer number’. If you remove it, all customer numbers that have been entered will also be removed. Sounds scary? You can retain these values by simply hiding the field instead of deleting it.
For the experienced user: the field ID of your fields can be used as a placeholder in custom URLs . This allows you to easily extract information from other applications such as Salesforce, LinkedIn, Google search and Zoho. Find out howDid you know you can set up your own FAQ?