Set Up CRM Field Configurations (V2)

Attention has two versions of the field configuration screen. This page covers V2: the New configuration dialog has a Push to CRM switch, and new fields let you choose CRM field or Custom Attention field. If your fields have an Analysis Scope setting and you send them to your CRM with workflows, you’re on V1: see Set Up CRM Field Configurations (V1). A field configuration is a set of fields that Attention fills in from your calls. For each one, you choose which calls it covers, whether and how its values are pushed to your CRM, and the prompt Attention uses for each field.

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1. Open CRM Field Configurations

1. Click your name at the bottom of the sidebar, then Settings.
2. Click CRM Settings.
3. Scroll to CRM Field Configurations and click New configuration.

The Add CRM field configuration dialog opens.

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2. Set up the configuration

1. Enter a Title.
2. Teams has all your teams selected. Remove any whose calls this configuration should not cover.
3. Under Apply field configuration to, choose:
   • All conversations to fill in the fields on every call.
   • Specific call tags to fill them in only on some calls. Choose whether calls must match any or all of the tags, then select the call tag values. Call tags come from your call labels. If your organization has no call tags yet, this section shows Set up call tags instead.
4. To send the values to your CRM, turn on Push to CRM and fill in:
   • Push mode, which decides when values are sent (see below). The default is Automatic.
   • CRM account, if you have connected more than one CRM account.
   • CRM object, the record type the values are written to, such as an opportunity or deal.
5. Click Create Field Configuration.

The configuration page opens, ready for its first field.

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Push modes

Leave Push to CRM off if you want the fields to stay in Attention only. You can then add only Custom Attention fields.

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3. Add a field

1. On the configuration page, click Add Field.
2. Under Field type, choose:
   • CRM field to fill in fields that already exist in your CRM. To use it, turn on Push to CRM and choose the CRM account and object first. Use Add destination to pick one or more CRM fields from the CRM object you chose. The field takes the name of the first CRM field you add.
   • Custom Attention field to create a field that only exists in Attention. Enter a Name. Custom fields stay in Attention and aren’t synced to your CRM, unless you link them to a CRM field under Linked CRM fields (optional).
3. Choose a Type: Free Text, Picklist, Checkbox or Date. For a picklist, enter each option on its own line, using the same values as your CRM picklist.
4. For a CRM field, check Data validation. It lists the rules the value must follow, such as the data type, the allowed values and whether one or several values can be picked. Click Edit, change Data type or the selection, then click Save.
5. Under Analyze, choose which calls Attention reads to fill in the field:
   • Entire deal: every call in the deal. If no deal is linked, just this call. This is the default.
   • This call only: only what was said in this call.
6. Write the Prompt: tell Attention what to pull from the call and how to format the answer. Click Optimize to have Attention improve it.
7. Under Test your prompt, pick a past conversation and click Test to see the result.
8. Click Add.

Repeat for each field you need.

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4. Manage the configuration

The configuration page lists its fields under Active fields.

• Reorder fields by dragging them.
• Edit a field by clicking it, or open its menu and click Edit. Open the menu and click Delete to remove it.
• Change the configuration’s settings (title, teams, calls or push to CRM) from the menu next to its name at the top of the page: click Edit settings, make your changes and click Save changes. Click Delete in the same menu to remove the configuration.