> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/ai-suite/cx-overview/how-to-configure-an-ai-custom-field-issue-in-cx-overview.md).

# 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.

***

#### <mark style="color:$primary;">**Before You Begin**</mark>

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**.](https://learn.doubletick.io/ai-suite/understanding-ai-custom-field/how-to-create-an-ai-custom-field)

<figure><img src="/files/hxh0Wu9awJ7JajrA28q9" alt=""><figcaption></figcaption></figure>

#### <mark style="color:$primary;">**Step 1: Open CX Overview Settings**</mark>

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.

#### <mark style="color:$primary;">**Step 2: Add a New Issue**</mark>

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

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

#### <mark style="color:$primary;">**Step 3: Enter an Issue Name**</mark>

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.

#### <mark style="color:$primary;">**Step 4: Select AI Custom Field as the Trigger Type**</mark>

Click the **Trigger Type** dropdown and select **AI Custom Field**.

#### <mark style="color:$primary;">**Step 5: Configure the Trigger Condition**</mark>

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.

#### <mark style="color:$primary;">**Step 6: Save the Issue**</mark>

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.

***

#### <mark style="color:$primary;">**Managing Your Issues**</mark>

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.

***

#### <mark style="color:$primary;">**Summary**</mark>

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.


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