Overview

Smart Fields are dynamic, reusable data variables in Assembled AI that allow you to collect, store, and use customer information throughout your automated workflows. They serve as a bridge between customer interactions and your business systems, enabling you to capture context-specific data and automatically map it to your platform fields (like Zendesk custom fields).

What are Smart Fields?

Smart Fields are structured data containers that can:

• Collect information from customers during conversations
• Store data enriched from external APIs
• Map to custom fields in your ticketing system
• Be reused across multiple workflows and automation rules
• Maintain data consistency across different channels (chat, email, phone)

Think of Smart Fields as dynamic variables that travel with a customer case, accumulating valuable context and information as the conversation progresses.

Types of Smart Fields

Assembled AI supports four types of Smart Fields:

1. Text Fields (string)

• Store textual information like names, descriptions, or free-form responses
• Example: Customer name, order description, issue summary

2. Number Fields (number)

• Store numeric values like quantities, amounts, or IDs
• Example: Order number, account balance, ticket priority

3. True/False Fields (boolean)

• Store yes/no or true/false values
• Example: VIP customer status, subscription active, issue resolved

4. Dropdown Fields (enum)

• Store predefined options from a list
• Support platform-specific mappings (e.g., different values for Zendesk vs Salesforce)
• Example: Issue category, product type, urgency level

How Smart Fields Work

1. Data Collection

Smart Fields can be populated through multiple methods:

AI-Powered Collection: During conversations, Assembled AI can automatically extract information and populate Smart Fields based on customer responses.

Workflow Steps: Use "Gather Data" steps in your workflows to explicitly ask customers for specific information.

Case Data Enrichment: Automatically populate Smart Fields through API calls to external systems using collected customer data.

Manual Entry: Agents can manually update Smart Field values during customer interactions.

2. Data Mapping

Smart Fields can be mapped to:

• Platform Custom Fields: Automatically sync values to Zendesk, Salesforce, or other platform custom fields
• Handoff Forms: Include Smart Field values in escalation forms when transferring to human agents
• API Calls: Use Smart Field values as parameters in custom API integrations

3. Data Usage

Once populated, Smart Fields can be referenced in:

• Workflow conditions and branching logic
• Response templates and automation rules
• Escalation and handoff processes
• Reporting and analytics

Setting Up Smart Fields

Creating a Smart Field

1. Navigate to Settings > Info Fields > Smart Fields
2. Click Create Field
3. Configure the field properties:
   • Name: A descriptive name for the field (e.g., "Customer Order ID")
   • Description: Detailed description of what the field contains
   • Type: Choose from Text, Number, True/False, or Dropdown
   • Options: For dropdown fields, define the available values and descriptions

Dropdown Field Configuration

For dropdown fields, you can:

• Define multiple options with descriptions
• Set platform-specific mappings (e.g., map "High Priority" to "urgent" in Zendesk and "1" in Salesforce)
• Create conditional logic based on selected values

Platform Integration

To automatically sync Smart Field values to your platform check out our Setting up Integration Fields article.

Using Smart Fields in Workflows

Data Collection Workflows

Use Smart Fields in "Gather Data", or Guide workflow steps:

Step: Gather Customer Information
- Select Smart Fields: Order ID, Issue Category, Customer Tier
- Instructions: "Ask the customer for their order number and describe their issue"

Conditional Logic

Create workflow branches based on Smart Field values:

Condition: If Customer Tier equals "VIP"
- Route to: Priority Support Queue
- Else: Standard Support Process

Case Data Enrichment

Automatically populate Smart Fields via API calls:

1. Configure a Custom API endpoint
2. Map API response fields to Smart Fields
3. Enable case data enrichment in your settings
4. Smart Fields are automatically populated when the API is called

Smart Fields in Chat Handoffs

When escalating chat conversations to human agents, Smart Fields can:

• Auto-populate handoff forms: Include collected customer information in the escalation form
• Create context for agents: Provide agents with relevant customer data before they take over
• Map to platform fields: Automatically create or update tickets with the collected information

Configuring Handoff Fields

1. Go to Chat Settings > Handoff
2. In the Smart Fields section, select which Smart Fields to include
3. Configure form labels and whether fields are required
4. Smart Field values will automatically populate the handoff form

Best Practices

Naming Conventions

• Use clear, descriptive names: "Customer Account ID" instead of "ID"
• Include the data type in complex scenarios: "Priority Level (1-5)"
• Be consistent across similar fields: "Order Status", "Payment Status", "Account Status"

Data Structure

• Create reusable fields that can be used across multiple workflows
• Use dropdown fields for standardized categories to ensure data consistency
• Consider how fields will map to your platform's custom fields

Workflow Design

• Collect essential information early in the conversation
• Use Smart Fields to avoid asking customers for the same information multiple times
• Implement validation rules to ensure data quality

Integration Planning

• Map Smart Fields to existing platform custom fields where possible
• Design your Smart Field structure to align with your reporting needs
• Consider how Smart Fields will be used in downstream systems

Advanced Use Cases

Customer Segmentation

• Create Smart Fields for customer attributes (tier, region, product)
• Use these fields to route conversations to specialized teams
• Automatically apply appropriate service levels based on customer segments

Order Management

• Collect order IDs, product information, and issue details
• Automatically look up order information via API calls
• Populate relevant order data for agent context

Technical Support

• Gather device information, error codes, and troubleshooting steps taken
• Use Smart Fields to track resolution progress
• Automatically categorize issues for reporting

Multi-Platform Consistency

• Use platform-specific mappings for dropdown fields
• Ensure consistent data across Zendesk, Salesforce, and other systems
• Maintain unified customer profiles regardless of interaction channel

Troubleshooting

Common Issues

Smart Field not populating:

• Verify API mapping is correctly configured
• Check that the workflow step collecting the data is properly set up
• Ensure the customer provided the requested information

Platform sync not working:

• Confirm the platform custom field exists and is properly mapped
• Check that the Smart Field type matches the platform field type
• Verify integration permissions and API connectivity

Workflow conditions not triggering:

• Ensure Smart Field values match the condition criteria exactly
• Check for case sensitivity in text comparisons
• Verify that the Smart Field is populated before the condition is evaluated

Data Validation

• Implement validation rules in your workflows to ensure data quality
• Use dropdown fields instead of free-text when possible
• Provide clear instructions to customers about expected data formats

Conclusion

Smart Fields are powerful tools for creating intelligent, context-aware customer service automation. By thoughtfully designing your Smart Field structure and implementing them strategically in your workflows, you can:

• Reduce customer effort by avoiding repetitive questions
• Provide agents with rich context for faster resolution
• Maintain consistent data across all your business systems
• Create sophisticated automation rules based on customer attributes
• Generate meaningful insights from structured conversation data

Start with a few essential Smart Fields and gradually expand your implementation as you identify additional use cases and automation opportunities.