#2705-Manage custom fields from the shared inbox

Current behaviour

In the shared inbox, agents can only view a lead’s custom fields. They can’t create, update or delete a custom field for a single lead from there.

Problem

To change a custom field, an agent has to leave the conversation, open Subscriber Manager, find the same lead again and make the change there. This takes too many steps, breaks the agent’s focus during a live chat, and makes it more likely that a field doesn’t get updated at all.

Requested feature

Let agents manage custom fields for the current lead directly from the shared inbox:

• Create: add a custom field value to the lead.
• Update: edit an existing value inline.
• Delete: remove a custom field value from the lead.

Changes should apply only to the lead in the open conversation and save immediately. They should also appear in Subscriber Manager straight away.

Benefit

Agents can keep lead data accurate while they’re talking to the customer, without switching screens. This saves time for every agent and keeps the data that segmentation, broadcasts and automations depend on up to date.

Thanks for the detailed suggestion. We understand how managing custom fields directly from the shared inbox can speed up your workflow. We will be adding the ability to create and delete custom field values for a lead directly from the conversation view. An edit option is already available, and the remaining options will be implemented shortly. Thanks, Team BotSailor