800 Intelligence™ Custom Fields allow you to capture and organize important details about every call within your account. These fields provide a structured way to record information such as call type, lead qualification, purchase activity, and follow-up requirements. By filling in Custom Fields, you ensure calls are logged consistently and can be easily referenced for reporting and analysis.

How to Update Custom Fields

1. Log in to your account.

2. Navigate to the call record you want to view.

3. Scroll down to the Custom Fields section.

4. Enter the information into each field as needed.

5. Click Update to save your changes.

Custom Fields Overview

Below is an example of the 800 Intelligence™ Custom Fields section with descriptions of each field.

1. Agent Name – Records the name of the representative handling the call.

2. BANT Qualification – Indicates whether the caller meets lead qualification standards (Budget, Authority, Need, Timeline).

3. Call Summary – Long – A detailed description of the call, including context and outcomes.

4. Call Summary – Short – A quick note summarizing the call at a glance.

5. Call Type – Categorizes the call (e.g., Customer Service, Sales Inquiry).

6. Caller Name – Captures the name of the caller for reference.

7. Follow Up – Notes whether follow-up action is required.

8. Product or Service of Interest – Identifies the product or service discussed during the call.

9. Product or Service Purchased – Specifies the product or service purchased.

10. Purchase Amount – Logs the value of any purchase made.

11. Sales Lead – Marks whether the call generated a potential lead.

12. Sales Made – Records whether the call resulted in a confirmed sale.

13. Update Button – Saves the information entered into all fields.

Example

In the example shown above, the call consisted only of an automated IVR greeting from 800.com. Since no action was required, the fields reflect:

• BANT Qualification: No

• Follow Up: None needed

• Sales Lead: No

• Sales Made: No

• Purchase Amount: 0

This ensures the call is still captured accurately without requiring additional updates.

💡 Note: To add multiple options at once, click the Text Area icon, then copy your options from a source document and paste them into the text area. You can also click the Sort Alphabetically icon to automatically organize the options.

Custom Field Groups

In addition to individual fields, 800 Intelligence™ also allows you to create Custom Field Groups to organize related fields together.

Custom Field Groups help you group “like” fields into logical categories, making it easier to manage and review data—especially for teams with more complex workflows or multiple business use cases. For example, a hospitality business (Hotels) may require different fields than an automotive business, and grouping these fields helps keep your data organized and relevant.

Custom Field Groups can be created at both the Account and Organization level:

• Account-level users (no Organization):
  Account Admins can create and manage their own Custom Field Groups to organize fields within their account.

• Organization-level accounts:
  If your account belongs to an Organization, you will be able to view available Custom Field Groups, but they are managed at the Organization level.

⚠️ Note: If a Custom Field Group is controlled by your Organization, access to fields within that group may change if the Organization updates permissions or restricts access.

Benefits of Using Custom Fields

• Consistency: Calls are logged in the same structured way every time.

• Efficiency: Agents can record details quickly and accurately.

• Reporting: Standardized entries make it easier to analyze call outcomes and team performance.

• Accountability: Tracks agent activity and call resolution.

• Customer Management: Ensures all relevant details are available for future interactions.

✨ Tip: Even if a call is automated or requires no follow-up, filling in Custom Fields ensures reporting stays complete and reliable.