What are custom fields?
Custom fields are the global counterpart to Smart Answers and are set up centrally for all users.
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 shown in the Call Event but are collected in the logged-in area in the Data Hub (also under AI Assist). Some predefined Custom Fields are already included in the automatic default settings to make it easier to get started with the feature. In addition, users can create as many custom Custom Fields as they like.
Requirements
Admin access in sipgate
Transcription is activated for the respective channel or agent
Plan: Business or Premium
Where can I find Custom Fields?
Open the sipgate app as an admin
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 can be deactivated.
Create your own Custom Field
Click Add in the top right
Fill out the form shown:
Name - e.g. “Number of employees”
Description - Explain to the AI what it should extract - e.g. "extract the company's number of employees from the conversation"
Format - Text, number, time, or selection
Click on Save
The field is active immediately and will be automatically filled in during the next conversation.
Tips for good descriptions
✓ Good: “Extract the reason for cancellation. Possible values: price, service, move, provider switch, other.”
Too vague: “Why is the customer calling?”
Specify the expected format explicitly
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 does not find a value? The field is hidden for this conversation. The AI does not invent values.
Can I deactivate Custom Fields for specific channels? Yes – this will be possible in the future via CI activation.
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