How to Configure an AI Custom Field Issue in CX Overview

CX Overview can automatically flag conversations based on AI-analyzed contact fields. When a field value matches your defined condition, the issue is detected and surfaced on your CX Overview dashboard — so your team can prioritize and act on the right conversations at the right time.

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Before You Begin

AI Custom Field issues are powered by AI Custom Fields configured in your Custom Contact Fields settings. Make sure the relevant AI fields are already created before setting up an issue.

To learn how to create an AI Custom Field, refer to How to Create an AI Custom Field.

Step 1: Open CX Overview Settings

Go to Settings and click on CX Overview.

You will see a list of all issues currently configured on your workspace, along with their trigger type and active or inactive status.

Step 2: Add a New Issue

Click the Add Issue button in the top-right corner.

A side panel will appear on the right side of your screen.

Step 3: Enter an Issue Name

In the Issue Name field, type a clear and descriptive name for the issue.

Examples: Irritated Customer Alert, High-Interest Lead, Churn Risk Detected.

You can also select a label color by clicking the colored circle next to the name field. This helps visually identify the issue inside the CX Overview dashboard.

Filling in the issue name is required before the condition fields below become active.

Step 4: Select AI Custom Field as the Trigger Type

Click the Trigger Type dropdown and select AI Custom Field.

Step 5: Configure the Trigger Condition

Under Trigger Issue If, two dropdowns will appear side by side.

Click the AI Custom Field dropdown and select the field you want the AI to monitor — for example, Sentiment Analysis of Leads.

Once a field is selected, click the Value dropdown and choose the value that should trigger the issue — for example, Irritated Customer.

When the AI detects this value in a conversation, the issue will be flagged automatically.

Step 6: Save the Issue

Click Save Issue.

Your new issue will appear in the list with the trigger type shown as AI Custom Field and its status set to Active by default.

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Managing Your Issues

From the CX Overview Settings page, you can manage all configured issues at any time.

Use the toggle on any issue row to switch it between Active and Inactive.

Click the three-dot menu on any issue row to Edit or Delete it.

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Summary

In this article, you learned how to create an AI Custom Field type issue in CX Overview. Once active, DoubleTick's AI will continuously monitor conversations and automatically flag any chat where the configured field value is detected — giving your team proactive visibility into the moments that matter most.