Custom Events

Overview

Custom Events allow you to create a special type of contact event with a set of defined properties. Custom events can be useful when triggered in an AI Agent because they can happen multiple times in a conversation's flow (even within a single turn technically) whereas Custom Fields, session fields, and Goals can only be set once and then are overwritten as the same parts of the flow happen. This can make custom events better suited to examine behaviors in conversation flow with analytics insights.

Add a New Custom Event

To add a new custom event, simply click on the + New Custom Event button.

1. Enter a Label

The label may contain spaces or special characters
Max label character length is 128 characters
Be sure to follow your business’s naming convention

2. Enter a Description

This is for internal use only
Max characters are 256

3. Select Conversational event if the event belongs to a conversation

When selected, you can drill down into the associated conversations in Insights, and the event becomes eligible to be shown on the transcript

4. Select Shown on transcript to make the event visible in the conversation history

This checkbox appears only when Conversational event is selected, since a transcript is part of a conversation view
When selected, the event is visible to agents viewing the conversation history when working active or viewing Closed conversations in Reports

5. Select Accepts submissions from the web if the event will be submitted from a browser

Allows anonymous submission of this event from a browser
Leave this unchecked unless a browser-based integration will submit the event

6. Configure any Properties for the event. Properties can be used to store certain data conditions that existed at the time the event was triggered.

7. Save

Event Properties

Properties are pieces of applicable data that should be stored with the event. Like when defining Custom Fields, event properties can be created for text, number or select-type data types. Properties are available for review when analyzing the custom events that were generated.

To add a new custom event property, click on the + Create New Property button.

1. Enter a Property ID

The ID can only contain alphanumeric characters. It cannot contain spaces or other special characters.
The Property ID will be used in table column headings and data filtering when reporting on the event

2. Enter a Description

This is for internal use only. It will be used in AI Studio Tools when examining events.
Max characters are 256

3. Set the Type of field - Text, Integer or Select

4. Depending on the Type selected, configure the required Property options

5. Set the Required toggle button to your preference. If it is set to required, a value has to be entered for the field in order for an event to be successfully generate.

6. Save

Additional properties can be added to an existing custom event. Once a property is added to a custom event and it is saved, the Property ID and Type cannot be changed. You can turn a property's Required setting off after the event is saved, but a property that was saved as optional cannot later be made required. For select-type properties, you can rename an existing option's label, but its stored value cannot be changed. Properties can be disabled if no longer needed.

Disable Custom Events

If you no longer need a custom event you can disable it. Disabled custom events are not available for selection when configuring Insights Funnel or Card steps or examining events in AI Studio Tools.

To disable a custom event:

1. Select the “trash” can button next to the field label
2. You will be prompted for your confirmation
3. Select Disable

To view a list of your disabled custom events, change the filter to Show disabled custom events.