Managing Customer Data with Custom Fields in ChatSyncs

In ChatSyncs, the Chat Actions panel keeps everything about the customer right next to the conversation, so an agent has full context before replying.

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Quick Actions

One-click shortcuts: Pause Bot, Pause AI, Google Meet, Custom Field, Assign Agent, Messaging Window, Add Label, Add Note, and Start Flow.

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Customer Snapshot

A quick summary: the customer’s Email, Last Seen time, which Bot Name/number the conversation came through, and the Assigned Agent.

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Engagement Score

An overall score plus Messages Sent, Replies Received, Broadcast Opened, and Interaction Rate — a quick read on how engaged this customer is.

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Messaging Window

Shows whether the conversation is inside or outside WhatsApp’s 24-hour customer service window. Once it shows Outside 24H Window, you need an approved Message Template to message the customer again — a plain text reply won’t go through.

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Custom Fields and Customer Journey

• Assigned Custom Fields / Custom Fields — attach predefined fields (e.g. Product Interest, Budget, Preferred Language) or other customer-specific data (Company Name, Order Number, Lead Source) to this conversation.
• Customer Journey — the customer’s subscription status and opt-in source.
• View Full Profile — opens the complete customer profile with full interaction history.

Real example — an order-tracking conversation with everything filled in at once:

• Customer Journey — Status: Subscribed (2nd Jul 26 09:46), OPT-IN Through: DIRECT.
• Custom Fields — Customer name: Rahul Sharma, Estimated Delivery: Mumbai, Order ID: Lakshit Ukani, Product: Delivered, Status: Shipped, Tracking ID: TRK654321.

With this filled in, an agent opening the conversation can see the customer’s order status and tracking number at a glance, without asking the customer to repeat themselves or looking it up in a separate system.

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Frequently asked