Step 5: Properties — What the Agent Should Capture
In the Properties tab you define which data from the conversation is captured in structured form — for the Integration tab and the Result Dashboard.
Add example fields seeds four common fields in one click:
| Key | Type | Captures |
|---|---|---|
callerName | string | The caller’s name |
phoneNumber | string | The caller’s phone number |
email | string | Email address mentioned in the call |
reservationId | string | Reservation or booking reference |
Your own properties consist of a key, a type (string, number, or boolean), and a description.
The description is the decisive part. It tells the agent what exactly is meant. If a column in the Result Dashboard stays empty, it is almost always because the description was too vague.
- Too vague:
urgency— “urgency” - Good:
issueUrgency— “How urgent the customer describes the issue: emergency, same-day, or routine.”
Further guidance:
- Stay lean. Every property is something the agent has to fit into the conversation. Ten fields turn a call into an interview.
- Only capture what you actually use afterwards. If nobody looks at the column, drop it.
- The caller’s phone number usually does not need to be asked for — it is known from caller ID. Only ask if you need a callback number that may differ from the number they are calling from.
- Booleans are useful for outcomes:
appointmentBooked,transferred,questionAnswered— these become your metrics later, see Metrics Worth Tracking.
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