> 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/doubletick-ai/understanding-ai-custom-field/how-to-create-an-ai-custom-field.md). # How to create an AI custom field Learn how to create an AI custom field in DoubleTick so AI can automatically scan your chats and calls, then update customer data for you. Now that you understand [Understanding AI custom field](/doubletick-ai/understanding-ai-custom-field.md), this guide walks you through creating one from scratch. We'll use an example — a deal qualification score — but you can follow the same steps for any AI-based field, whether it's for sales, support, billing, or retention. #### What's covered * [How to create an AI custom field](#how-to-create-an-ai-custom-field) * [What happens after setup](#what-happens-after-setup) * [Key takeaways](#key-takeaways) * [Frequently asked questions](#frequently-asked-questions) #### How to create an AI custom field
* Log in to your **DoubleTick** account using your registered login number, enter the **OTP**, and you'll land on **chats** by default. * Hover over the left side of the screen to open the navigation panel, click **settings**, then search for and click **custom contact fields**. * At the top of the page, click **set up AI custom field** to begin. * Enter a **field name**. For example, `customer intent`. * Under **defined per**, select **customer** if you want the value to follow the customer across all conversations, or **channel** if you want it to be specific to a WhatsApp number. For this example, select **customer**. * Set the **field type** to **multi-select list**. * Under **method to update values**, change it from **static** to **AI-based field values**. This allows DoubleTick to automatically update the field based on the conversations it scans. * Under **AI will scan for**, select at least one source. **Chat messages** are selected by default. You can also select **call transcriptions**, which includes calls handled by the **AI agent** and calls handled by team members when manually transcribed with AI. You can select one or both. * Under **who's words to scan**, choose **customers only** if you want AI to analyze only the customer's messages, or **customers and agents** if you want AI to consider both sides of the conversation. * In the **general description** field, enter clear instructions explaining what you want AI to identify. For example, for a **customer intent** field, you can enter: "Identify what the customer is primarily looking for based on their conversation with the business." * Next, add the list items that AI can assign. For this example, add **product enquiry**, **support request**, and **purchase intent**. For each item, add a short description explaining what that value means and the signals AI should look for. * Click **add item** after adding each value. * Once you've added all the list items, review your selections and click **save**. Your AI custom field is now live. DoubleTick will **automatically scan** the selected conversations and **update the field** based on the instructions and values you've defined. #### What happens after setup * AI scans your selected sources — **chats**, **call transcriptions**, or both — periodically, based on your **who's words to scan** setting. * The field updates automatically, roughly **every hour**. * Customer profiles get **structured labels** you can see at a glance. * You can **filter**, **segment**, **automate**, and generate reports using the field. Setup takes a few minutes, but the visibility it gives your team lasts long term. #### Key takeaways * Create an AI custom field from **Settings → Custom Contact Fields → Set Up AI Custom Field**. * Set **Method to update values** to **AI-Based Field Values** so DoubleTick can populate it automatically. * **AI will scan for** now has two parts — pick a source (**chat messages**, **call transcriptions**, or both) and pick whose messages to scan (**customers only**, or **customers and agents**). * The field updates roughly **every hour** from the time it's saved. #### Frequently asked questions
Can I select both chat messages and call transcriptions? Yes. You can select **one or both** under **AI will scan for**. AI then scans the sources you choose.
Do call transcriptions include calls handled by team members? Yes, as long as the call was **manually transcribed with AI**. Calls handled by the **AI agent** are included automatically.
How often does the field update? **Every hour**, starting from the time you save the field.
Can I change what the AI scans after the field is live? Yes. Open the field from Custom Contact Fields and update your selections under **AI will scan for** and **Who's words to scan** anytime.
#### Related articles {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/iK6sRVICCRSghlJrOwFB" %} [Understanding AI custom field](/doubletick-ai/understanding-ai-custom-field.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/U3AisZC9aqV3qw9EcK34" %} [How AI custom fields support business operations](/doubletick-ai/understanding-ai-custom-field/how-ai-custom-fields-support-business-operations.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/xmWkxQRyc2ejJpzKsJNi" %} [How to Create and Use Custom Contact Fields](/settings/how-to-create-and-use-custom-contact-fields.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/dfKWnZgupjZcEZpjnF2U" %} [How to Create and Use Multi-Select List in Custom Contact Fields](/settings/how-to-create-and-use-multi-select-list-in-custom-contact-fields.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/pBP835OAO2A2eqFWPegH" %} [Call transcription & summarization](/additonal-channels/whatsapp-calling/call-transcription-and-summarization.md) {% endcontent-ref %} {% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/sXF9tbyEAUEiyaCHCC5a" %} [Getting Started with DoubleTick's AI Agent](/doubletick-ai/ai-agent/getting-started-with-doubleticks-ai-agent.md) {% endcontent-ref %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://learn.doubletick.io/doubletick-ai/understanding-ai-custom-field/how-to-create-an-ai-custom-field.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.