Custom fields are how you tell Upfirst what to pull out of every call. They show up at the top of your call summaries so they're easy to skim, and they're passed to Zapier so you can route the info anywhere you want.
There are two kinds of custom fields:
Contact fields save information that belongs to a specific caller and stays the same between calls. Things like name, phone, email, address, or company name.
Call fields save information that's specific to one call and changes each time. A bakery might use call fields like 'cookie flavor' or 'quantity,' since callers order something different every time.
A note on how custom fields work: adding a field doesn't tell the receptionist to ask for the information. It only tells the receptionist what to extract from the conversation if it comes up. If you want the receptionist to actually ask the caller for something, write that instruction into your Training.
1. Open Custom fields
Go to Settings > Custom fields in the left-hand menu.
2. Add a field
Click Add field and choose whether it's a contact field or a call field.
3. Name the field
The field name is the friendly label that shows up on call summaries and in Zapier. Keep it short and clear. Examples: 'Service Needed,' 'Appointment Date,' 'New or Returning Customer.'
4. Write the description
The description is the instruction your receptionist follows when extracting the info. Tell it exactly what to pull and how to format it.
Examples:
Service Needed: The type of service the caller is requesting.
Appointment Date: Extract the date the caller wants service in MM/DD/YY format.
New customer?: Only state Yes or No.
Quantity: The number of items the caller wants to order, as a whole number.
The more specific the description, the more consistent the extraction.
5. Save and test
Hit save and place a test call. The new field appears at the top of the call summary if the receptionist captured it.
Things to know
Anytime you edit your Training, Upfirst automatically generates call fields for you so summaries stay easy to skim. You can edit, rename, or delete those auto-generated fields any time.
Custom fields don't change what the receptionist says or asks. They only control what gets extracted afterward. Use Training to control the conversation itself.
Contact fields persist across calls from the same number. Call fields don't.
All custom fields are passed to Zapier, so you can map them to your CRM, spreadsheet, or anywhere else.