Custom Fields

Custom Fields for requests offer versatile organization and analytics, with AI assistance for automated population and efficient workflow optimization.

Overview

Custom Fields in Thena.ai provide advanced categorization and organization for handling requests.
Custom Fields are fully searchable, and you get deep analytics on each custom field, that will allow you to uncover trends, identify bottlenecks, and optimize your workflow.

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AI will automatically populate Custom Fields when it detects relevant values.

Example Custom Fields

Custom Fields Name: Product

  • Type: Select
  • Available Fields: Marketing Automation, CRM Connectors, Ticketing Connectors, Request Management, Analytics, Demo, Kanban, Email to Slack, Web to Slack
  • Capture Change: No
  • Mandatory on Close: No
  • Auto-assignment by AI: Yes

Initial Configuration:

  • Type '/Thena Global Config β†’ Request Management β†’ Tag Management' in Slack.

Quick Start Guide:

  • Add a new Custom Fields: Click '+ New Tag', and enter relevant details.
  • AI Auto-assignment: Enable AI to auto-populate fields when relevant values are detected.

Understanding Custom Fields Metadata

NameDescription
NameThe label or identifier for the Custom Fields.
TypeThe kind of data input the field accepts (e.g., select, radio).
Available FieldsThe list of options or values that can be selected or entered.
Capture ChangeMonitors and logs changes made to the field's value.
Mandatory on CloseIf this field must be filled out before a request can be closed.
Auto-assignment by AISpecifies if the field can be automatically populated using AI capabilities.

Custom Fields Types:

  • Single Select
  • Multi Select
  • Radio
  • Link.

Step-by-Step Instructions:

  • Tags and categories must be set up in Slack, by going into your /Thena Global Config settings.
    • Adding a Custom Fields: Provide the name, type, available fields, and other metadata.
    • Filling Out a Custom Fields: Select the appropriate option from the dropdown for 'select' type fields.

You can set these tags from Global Config β†’ Request Management β†’ Manage Categories and Tags.

Usage

  1. Name: The label or identifier for the Custom Fields. In our example, it's "Product".
  2. Type: The kind of data input the field accepts. For instance, "select" means you can choose from a list of predefined options.
  3. Available Fields: The list of options or values that can be selected or entered for the Custom Fields.
  4. Capture Change: This feature determines if changes made to the field's value are monitored and logged. When activated (set to "true"), every change to the field's value is documented. We recommend enabling this feature for Custom Fields where the value might evolve during the request's lifecycle. A practical application of this is to monitor shifts in 'Internal Statuses'.
  5. Mandatory on Close: If set to "true", this field must be filled out before a request can be closed.
  6. Auto-assignment by AI: Specifies if the field can be automatically populated using AI capabilities. If "true", the AI will auto-fill the field when it detects relevant values.

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Once we manually assign Custom Fields once AI cannot override them. AI can only override those Custom Fields which were previously assigned by AI.

Best Practices for Custom Fields

  • Customize fields based on team size and request volume.
  • Use AI Auto-assignment for consistent and efficient data entry.
  • Monitor changes in 'Internal Statuses' by enabling the 'Capture Change' feature.

External Weblinks to Requests

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In a new workspace, we need to add 4-5 human annotated examples for the Custom Fields assignment feature to work in a more efficient and reliable way .