Where to See Custom Field Data and Other FAQs

Where You’ll See Custom Field Data

Once your fields and triggers are set up and calls are processed, you’ll see the results:

• On the Call Search page, as additional columns.

• Inside the call detail view for each call.

• As filters on Call Search (e.g., filter by “Same Day Cleaning Requested = true”).

• In exports, so you can slice and dice the data in Excel, BI tools, etc.

This makes it easy to answer questions like:

• “How many new patients insisted on same-day cleaning last month?”

• “What percentage of callers are referred by insurance vs friend vs online?”

• “How often are patients calling one location but being scheduled at a different one?”

Example Use Cases

Here are some real-world examples to spark ideas:

• Verbal Referring Source (Text or Options)
  Capture exactly how patients say they found you (MetLife network, online search, mailer, friend, etc.).

• Appointment on Tuesday (Boolean)
  Track whether appointments are being scheduled on certain days to match your scheduling strategy or hygiene capacity.

• Scheduled Provider Name (Text)
  See which doctor new patients are actually booked with.

• Location Booked vs Location Called (Text/Options)
  Identify calls where patients phoned Location A but were scheduled at Location B due to availability.

• Same Day Cleaning / Same Day Treatment (Boolean)
  Understand demand for same-day hygiene or urgent treatment at the first visit.

• Number of Appointments Booked (Number)
  Count how many appointments were scheduled during a single call.

Limitations & Safety

• You can’t “break” the system with Custom Fields.
  If something is misconfigured, the worst outcome is:

  • The field doesn’t populate
    or

  • The data is inaccurate or messy.

• It does not pull external data.
  Custom Fields only analyze what’s in the call itself.

• Quality depends on your instructions.
  Clear, specific prompts and appropriate field types will give you much better, more reliable data.

Best Practices & Getting Started Checklist

Before you build:

• Decide the business question you’re trying to answer.

• Decide how you want to report on the data (yes/no vs categories vs free text).

• Start with one or two high-value fields, not ten at once.

When you build:

• Use simple, precise instructions.

• Choose the smallest useful data type (Boolean/Options > Text, when possible).

• Set up focused triggers that clearly define when the field should run.

After you build:

• Test on a sample of recent calls.

• Spot-check results in Call Search.

• Tweak the instructions or field type if the data doesn’t look right.