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, 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
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
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Understanding AI custom fieldHow AI custom fields support business operationsHow to Create and Use Custom Contact FieldsHow to Create and Use Multi-Select List in Custom Contact FieldsCall transcription & summarizationGetting Started with DoubleTick's AI AgentLast updated