# How to Configure Issues for CX Overview

Before CX Overview can start detecting incidents, you need to configure the list of issues.

Issue rules define **what the AI should detect in conversations**.

Once configured, AI will automatically scan chats and label conversations that match the defined conditions.

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

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

1. Log in to your **DoubleTick account**
2. Go to **Settings**

***

#### <mark style="color:$primary;">**Step 2: Find Customer Overview Settings**</mark>

1. In the Settings search bar, type **Customer Overview**
2. Open the **Customer Overview settings page**

Here you will see the list of existing issues that have already been created.

If no issues have been created yet, the list will appear empty.

***

#### <mark style="color:$primary;">**Step 3: Create a New Issue**</mark>

1. Click **Add Issue** on the top right corner
2. Enter the **Issue Name**

Example:\
Highly Qualified Lead

3. Select a **color** for the issue label

The color helps visually identify the issue inside CX Overview.

***

#### <mark style="color:$primary;">**Step 4: Configure the Trigger Condition**</mark>

Under **Trigger Issue If**, you need to define the condition that will activate the issue.

1. Select the **AI Custom Field**

Example:\
Deal Qualification Score

2. Select the **Value**

Example:\
Low Qualified

Once this condition is detected in a conversation, the AI will automatically apply the issue label.

3. Click **Save**

The issue will now be active and AI will begin detecting matching conversations.

***

#### <mark style="color:$primary;">**Where the AI Custom Field Comes From**</mark>

Issue detection in CX Overview works using **AI Custom Fields**.

These fields analyze conversations and assign values based on the content of the chat.

Examples include:

* Lead qualification score
* Customer intent
* Complaint signals
* Product interest

To learn how to create an AI Custom Field, refer to the article: [***How to Create an AI Custom Field***](https://learn.doubletick.io/ai-suite/understanding-ai-custom-field/how-to-create-an-ai-custom-field)

***

#### <mark style="color:$primary;">**What Happens After Configuration**</mark>

Once your issue rules and AI custom fields are configured:

* AI continuously scans conversations
* Matching chats are automatically labeled
* Detected incidents appear in **CX Overview**
* Teams can review and take action quickly

This enables businesses to monitor customer experience signals at scale.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://learn.doubletick.io/ai-suite/cx-overview/how-to-configure-issues-for-cx-overview.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.