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What Are Custom Fields?

When players chat through your help desk (Zendesk, LiveChat, etc.), the widget can send extra metadata with each conversation — VIP status, jurisdiction, player flags, department codes. Custom fields make this data automatically available in Cevro with zero configuration. Once a player starts chatting, any custom metadata from the channel appears in the SESSION_INFO tool. You can use it in:
  • Automation rules — Route players based on channel data
  • AI Procedures (AIPs) — Give the agent context about the player
  • HART — Inform AI decision-making
Custom fields are per-conversation data. They’re available for the duration of the ticket but aren’t stored permanently on the player profile. For permanent player data, use Player Fields.

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How It Works

1

Widget sends metadata

Your help desk widget sends custom fields with the conversation. For Zendesk, these are conversationFields configured in the widget code.
2

Cevro extracts automatically

When a message arrives, Cevro extracts all custom field data from the channel payload. No configuration needed on the Cevro side.
3

Available in SESSION_INFO

The extracted fields appear in the custom_fields section of SESSION_INFO, keyed by field ID.

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Using Custom Fields in Rules

Custom fields are available as SESSION_INFO.custom_fields.<fieldId> in automation rule conditions. Example: Route VIP players to a dedicated queue. If your Zendesk widget sends a VIP field with ID 33311899437330:
ConditionOperatorValue
SESSION_INFO.custom_fields.33311899437330equalstrue
Cevro automatically fetches field names from your help desk. After the first use, the automation rules field picker shows human-readable labels alongside field IDs — e.g. VIP instead of just 33311899437330.

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Supported Channels

ChannelStatus
ZendeskSupported
LiveChatComing soon
ZohoComing soon
IntercomComing soon

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Custom Fields vs Player Fields

Custom FieldsPlayer Fields
SetupAutomatic — no config neededDefine each field manually
LifetimePer-conversationPermanent on the player
SourceChannel metadataBack-office API, manual entry
Best forRouting, per-session contextPlayer identity, cross-ticket data
You can use both together. Custom fields give you instant access to channel data for routing. If you need that data as a permanent player attribute, use Inbound Field Mapping to map it explicitly.

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Zendesk Setup

For Zendesk, custom fields come from conversationFields in the Sunshine Conversations widget.
Only fields with “Customers can edit” enabled in Zendesk will work as conversation fields. In Zendesk Admin → Ticket Fields, check that each field’s Permissions are set to allow customer editing (editable_in_portal). Fields without this permission cannot be set via the widget.
Your widget code should send the fields you want available: 
Smooch.init({
  integrationId: 'your-integration-id',
  conversationFields: [
    { id: '33311899437330', value: 'true' },      // VIP status
    { id: '33311874639250', value: 'ukgc' },       // Jurisdiction
    { id: '33311891744018', value: 'has_rg_limit' } // Flags
  ]
});
Once the widget sends these fields, they’ll appear automatically in Cevro’s SESSION_INFO. Cevro only catalogs fields that are customer-editable — this keeps the automation rules field picker clean and relevant.

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Troubleshooting

Verify that your widget is sending conversationFields to the help desk. In Zendesk, check the widget initialization code for the conversationFields array.
Cevro automatically fetches field labels from your help desk. Labels appear in the automation rules field picker after the first page load triggers a background sync. If you still see raw IDs, reload the page — labels should appear on the second load.
Custom fields are sent per-conversation by the widget. If some conversations don’t have them, the widget may not be sending conversationFields for those sessions. Check that the widget code runs consistently.