What you'll achieve
Operators can record the same approved fields and use allowed values in support rules.
Define one useful object
Model an object only when the same structured record is useful across multiple Conversations or customers. A small set of clear fields is easier to route and audit than a copy of every provider attribute.
Decide who can edit the object and which values are controlled before teammates start using it. Review one test record from the Conversation view before connecting the object to an SLA or workflow.
Open the Custom Objects settings available to your workspace and choose Create Custom Object.
Choose whether the object belongs to a customer, company or Conversation, then add a clear primary field and only the fields your team needs.
Use select options for controlled values. Mark a field for SLA use only when its values should affect a response commitment.