⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
How to configure and organize information fields by work group
This functionality allows you to display only relevant information to each work group, helping advisors:
See less noise.
Find important information faster.
Work more clearly and efficiently.
As an Administrator, your goal is not just to configure fields, but to design a more organized and focused work experience for each team.
1. What problem does this functionality solve? 🎯
In many operations, all advisors see too many fields that are not always relevant to their role.
With this configuration you can:
Display different fields based on work group.
Maintain a clear experience tailored to each team.
Avoid errors and wasted time searching for unnecessary information.
2. Where is it configured? 📍
You will find this functionality in:
Settings → Conversations → Information Fields → New configuration tab by groups
From here you can:
Select a group.
Define which fields it sees.
Organize them.
Copy configurations to other groups.
3. Screen structure: how to understand it 🧭
The configuration is divided into three sections, designed to make the process clear and guided.
Section 1: Work groups 👥
What can you do here?
View all active groups in the company.
Know how many fields each group has configured (counter).
Search for groups easily.
Select the group you want to configure.
When you enter:
The first group is selected automatically.
You will always see the system fields configured by default.
What are system fields?
All groups will always have: Phone, Email and Comment.
These fields are mandatory and cannot be deleted.
Section 2: Configuration of selected group ⚙️
Here you define which fields the group will see and in what order.
What can you do?
View the fields assigned to the group.
Reorder custom fields with drag and drop.
Delete unnecessary fields.
How does the order work?
System fields always appear first.
Custom fields are displayed:
In the order you define here.
The same in the actual client info and in the preview.
💡 Order matters: it's exactly how the advisor will see it.
Practical recommendations:
Place the most used fields at the top.
Avoid very long lists.
Think: What does the advisor need to see in the first seconds?
Section 3: Available fields 🧩
Here you find all active custom fields that you can add to a group.
What can you do?
Search for fields by name.
Identify fields connected to: HubSpot or Salesforce.
Add fields to the group with the "+" button.
Important tips:
If no fields have been created, you can create them from here.
Fields are sorted alphabetically to facilitate searching.
If a field is connected to integrations, you will see its label.
4. Preview: review before saving 👀
What is it for? The Preview shows you exactly how the advisor will see the client info for that group.
How to use it well? Enable it before saving and review the order of fields, the quantity, and the clarity.
5. Bulk action: copy configuration to other groups 🔁
What can you do? Copy the configuration from one group and apply it to one or several other groups.
This:
Saves time.
Maintains consistency.
Avoids repeated manual configurations.
How to use it correctly? Use it when groups have similar processes. Remember that it overwrites the previous configuration.
