Skip to content

Contacts Database Form Settings

Go to Manage β†’ CRM β†’ Databases and click Contact form Β to define your custom contact form. If you do not set up a custom form, you will only be able to use the CRM Contacts module with these basic fields: Title, First and Last name, Account, User who created the contact and Description. We recommend for you to set up the fields that you need in your day-to-day work.

Set up Your Form Field Layout

  1. Drag a Container from the Choose sections list and drop it into the form field. Enter a title. Click the Settings buttonto set up default expand settings, a rich text description and dynamic visibility.
  2. Drag fields from the Choose fields list and drop them intoyour container. Click the Split buttonto set up multiple columns and adjust their width using the plus and minus signs. Click the Settings buttonto set up a tooltip for agents (will appear in front of the field name), set dynamic visibility and set further options (Show in list, Show in activity, Hidden to agents, Read only, Show in call, Required field – hover over the tooltip in Daktela to view a description of each setting).
  3. Repeat the process to set up all desired fields.
  4. Save your form.

Create a New Field/Update Field

  1. To update a field, click Update next to the field you want to edit, either in the Choose fields list or in your form.

  2. To create a new field:

  3. click Add new in the Choose fields list to create a field from scratch, or

  4. click Clone next to the field you want to use as the template.
  5. Enter a Title and select the field Type – see the overview below. Choose if you want to allow multiple entries and if you want to validate the entry using a regular expression. Unique name will be filled in automatically after you save the field. If you like, enter a description.

Field type overview

Warning

The cutsom fields are shared with Tickets, CRM contacts, accounts and records. If you make a change in one, it will be overwritten in the others.

Field type Agent use description Extra settings
Text Enter any text.
Number Enter a whole number. Number fields sort and filter numerically. Available filter operators: Equals, Not equals, Higher than, Higher or equal to, Lower than, Lower or equal to, Is empty, Is not empty.
Textarea Enter any text – larger field. Warning: Maximum number of characters for textarea is 17M characters. You can set up how many rows of text the text area will be.
Rich text You can store formatted text or HTML in this field.
Selectbox Select a value from a drop down list. If multiple values allowed, they will be in separate fields. Warning: Maximum number of characters for selectbox is 128 characters. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
MultiSelectbox Select value(s) from a drop down list. All selected values will be in same field. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
Checkbox Select value(s) by checking boxes. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
Radio Select a single value by checking a radio button. Values need to be set up during field creation. Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order. Options are locked by default β€” click Edit in the warning banner to enter edit mode.
Datetime Select or enter a date and a time.
Date Select or enter a date.
Time Select or enter a time.
Phone Enter a phone number. This field will only accept numbers. We recommend for you to set up regular expression the Format field to validate that the number is in the correct format.
Email Enter an email address. Only emails in the correct format will be saved.
Address Enter a place, a company or an address. Autocomplete function provides real-time suggestions for quick and accurate entry.
Url Enter a URL. Click the Globe button to open the URL in a new browser tab.
User Select an existing Daktela user. You can check Multiple and you wil be able to choose multiple user in this field. You can also filter user right to limit available users in this field.
CRM Contact Select an existing CRM contact. You can check Multiple and you wil be able to choose multiple contacts in this field. You can also filter CRM database to limit available contacts in this field.
CRM Account Select an existing CRM account. You can check Multiple and you wil be able to choose multiple accounts in this field. You can also filter CRM database to limit available accounts in this field.
CRM Record Select an existing CRM record. You can check Multiple and you wil be able to choose multiple records in this field. You can also filter CRM record type to limit available records in this field.
Ticket Select an existing ticket. You can check Multiple and you wil be able to choose multiple tickets in this field. You can also filter Category to limit available records in this field.
Group Select a group of users / user rights / queues / categories. You can check Multiple and you wil be able to choose multiple groups in this field. You can also filter group type to limit available groups in this field.
Status Select a status. You can check Multiple and you wil be able to choose multiple statuses in this field.

Editing Custom Field Options

When you open a custom field of type Selectbox, MultiSelectbox, Checkbox, or Radio, all options are displayed in a locked (read-only) state with no action buttons. A warning banner is always shown above the options:

Changes in custom field options β€” Editing the text of a custom field option will change all historically entered values to the new value. Deleting an option will remove its value from all historically submitted forms.

Click the Edit button in the banner to enter edit mode. The options become editable and action buttons appear.

In edit mode, you can:

  • Rename an option β€” updates the option text in all historical forms.
  • Deactivate an option (crossed eye icon) β€” the option moves to a Deactivated section at the bottom of the list. It remains visible in historical records as a filled value. If an agent later changes that field, the deactivated value is removed on save. Deactivated options are not available for future selection. At least one option must remain active.
  • Delete an option β€” removes the option and its value from all historical forms.

All changes take effect only when you save the custom field settings.

Notes

Suggested Contacts in Open Activities During an open activity, if the contact information is associated with more than one contact, a list of available contacts will appear at the bottom of the Contacts widget which allows you to click the Link Β button to switch to the selected contact. By default, a maximum of 4 extra contacts are suggested on top of the one that is loaded. If you would like to increase or decrease the number of suggested contacts, please call our Support Team on +420 226 211 245 or email us at daktela@daktela.com.