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Statuses, tags, and custom fields

Use Settings to configure metadata that helps agents organize and understand work.

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Status configuration

CXP includes core conversation statuses: Open, Pending, Resolved, and Closed. Administrators can configure pending-related values such as:

• Pending On values
• Pending Reason suggestions

These values help explain why a conversation is waiting and make pending queues easier to scan.

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Tags

Tags are reusable labels for conversations, contacts, and organizations. Use Settings > Tags to manage tenant-wide tag suggestions. Agents can apply tags while working objects, and saving object tags can add new suggestions for future use. Catalog edits affect future suggestions. They do not rewrite tags already stored on existing conversations, contacts, or organizations.

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Custom fields

Custom fields let administrators add tenant-specific structured data to:

• Conversations
• Contacts
• Organizations

Supported field types can include text, number, boolean, date, email, phone, URL, select, multiselect, and category-backed fields.

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Manage custom field lifecycle

When creating custom fields:

1. Choose the object type.
2. Set a stable key and clear label.
3. Choose the field type carefully.
4. Configure options or category references when needed.
5. Decide whether the field is required in explicit save contexts.

After creation, some field properties, especially field type, may be intentionally fixed to preserve existing data.

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Operational guidance

Keep metadata simple:

• Prefer a small number of high-value tags.
• Use custom fields for structured facts, not long notes.
• Avoid fields that duplicate built-in status, priority, assignment, or category.
• Review metadata periodically and archive stale fields when supported.