> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/was-sind-custom-fields.md).

# What are custom fields?

Custom Fields enables admins and users to extract and evaluate recurring information from all incoming and outgoing calls. After each conversation, the AI analyzes the transcription and extracts the defined fields — for example, the caller's name, a customer number, or the reason for the call.

The collected information is centrally managed by the admin and serves as a basis for further features such as the Data Hub or future automations.\
\
Results from Custom Fields are not displayed in the call event but are collected in the logged-in area in the Data Hub (also under AI Assist).\
\
In the automatic defaults, some predefined Custom Fields are already included to make it easier to get started with the feature. In addition, users can create any number of custom Custom Fields.

**Requirements**

* Admin access in sipgate
* Transcription is enabled for the respective channel or agent
* Plan: Business or Premium

**Where do I find Custom Fields?**

1. Open the sipgate app as an admin
2. Navigate to Conversation Intelligence → Custom Fields

You will see two tabs:

* Predefined — fields provided by sipgate, not editable
* Custom — your own fields

Predefined fields

sipgate provides standard fields that cover frequently needed information: first name, last name, salutation, reason for call, customer number, email, phone number, company name, reference number, address, appointment date, appointment time.

Predefined fields cannot be edited, but they can be deactivated.

Create your own Custom Field

1. Click Add in the top right
2. Fill out the form that appears:
3. Name - e.g. "number of employees"
4. Description - Explain to the AI what it should extract - e.g. "capture the company's number of employees from the conversation"
5. Format - text, number, time, or selection
6. Click on **Save**

The field is active immediately and will be filled automatically during the next conversation.

**Tips for good descriptions**

✓ Good: "Extract the reason for cancellation. Possible values: price, service, relocation, change of provider, other."

Too vague: "Why is the customer calling?"

* Explicitly name the expected format
* Provide example values if possible
* Describe edge cases: "If not mentioned, output nothing."

**Manage fields**

* Deactivate: context menu → "Deactivate"
* Reactivate: tab "Inactive" → context menu → "Activate"
* Edit: only custom fields (context menu → "Edit")
* Delete: only custom fields — existing values will be lost

**Frequently asked questions**

Are all conversations analyzed?\
Yes — Custom Fields apply account-wide to all channels and agents with active transcription.

What happens if the AI doesn't find a value?\
The field is hidden for this conversation. The AI does not invent any values.

Can I deactivate Custom Fields for specific channels?\
Yes – this will be possible in the future via CI activation.

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