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Tutorial | Using Cross-Product Custom Fields in CAAC

  • Updated

    CAAC supports displaying and synchronizing cross-product Custom Fields, allowing frontline sales and support agents to view and update key customer information (such as Contract ID, Membership Tier, Appointment Date, etc.) directly during conversations— without frequently switching between CRM or ERP systems.

     

    Common industry use cases:

    Industry Recommended Fields Business Value
    B2B Trading Business Registration Number, Product SKU, Contract ID Quickly verify shipment and contract details to improve communication efficiency.
    Wedding / Jewelry Wedding Date, Ring Size, Reserved Store Enable anniversary follow-ups and precise cross-sell recommendations.
    Automotive / Leasing License Plate Number, Car Model, Maintenance Due Date Shorten repair processes and proactively remind customers about renewals.

     

    # Interface Overview

    1. CAAC Owners and Primary Admins can create Custom Fields in the “App Center.” For detailed setup instructions, please refer to: Tutorial | MAAC × CAAC Cross-Product Custom Field Setup 

      ⚠️ In addition to CAAC users, MAAC users can also access the App Center to create and edit Custom Fields.

    2. Once setup is completed in the App Center, you will be able to view “Custom Fields” in the CAAC Contact Management page.

      > Fields are displayed in the order they were created.

      > If a field is archived in the App Center, it will no longer appear in the CAAC interface.

     

     

    # Data Sync & Update Mechanism

    CAAC supports two update methods to ensure data accuracy:

    Update Method Description
    Automatic Sync (API)

    If your organization has integrated an external CRM, data will be automatically updated in real time, ensuring agents always see the latest status.

    For more details, please refer to this API documentation .
    Manual Editing Agents can directly modify field values on the contact page.
    ⚠️ When CDH is enabled, any field updates made in CAAC will be synchronized to MAAC contacts; likewise, updates made in MAAC will be synchronized to CAAC. Data remains consistent across both systems.

     

    # FAQ

    Q: Will other systems sync after a Custom Field is updated?

    Yes. As long as CDH is enabled, Custom Field values will remain synchronized between CAAC and MAAC.

    Q: Who can create Custom Fields in the App Center?

    CAAC Owners, Primary Admins, and all MAAC users can access the App Center to create and edit Custom Fields.

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