> 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 is a [conversation intelligence feature](/cloud-telefonanlage/en/using-sipgate/die-sipgate-app/was-ist-sipgate-conversation-intelligence.md) and allows 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 starting point for additional 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).\
\
The automatic presets already include some predefined Custom Fields to make it easier to get started with the feature. In addition, admins can create as many custom Custom Fields as they like.

**Requirements**

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

**Where can I find Custom Fields?**

1. Open the sipgate app as an admin
2. Go 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 commonly 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**

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. "extract the company's number of employees from the conversation"
5. Format - Text, number, time, or selection
6. Click **Save**

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

**Tips for good descriptions**

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

Too vague: "Why is the customer calling?"

* State 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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