Custom Properties for chat

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Overview

Custom Properties allow you to add additional data fields to your WhatsApp chats and tickets in Periskope. These properties appear in the Properties tab of the right side panel in any chat or ticket, enabling your team to capture and view important information for each conversation. Properties are organised into sections, and you can create different properties for chats and tickets independently.

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Setting Up Custom Properties

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1. Go to Settings → Custom Properties

Go to Settings from the left sidebar and click Custom Properties under the Organisation section.

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2. Select the Chat or Ticket tab

You’ll see two tabs at the top — Chat and Ticket. Select the tab depending on where you want the property to appear. You’ll see existing sections like Default, which already includes properties like Org ID, Org Name, Plan, and more.

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3. Create a new section

Properties are organised into sections. To create one:

1. Click + New Section in the top right
2. Give the section a name — for example, “Tax Info” or “Account Details”

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4. Add a property to the section

1. Click on the section to open it
2. Click + Add New Property
3. Enter a property name
4. Select a property type
5. Configure any additional settings based on the type selected
6. Click Create Property

Your property is now available across all chats or tickets in your workspace.

Note: For tickets, you can mark certain properties as mandatory — ensuring your team always captures critical information before closing a ticket.

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Types of Custom Properties

Periskope offers six property types to cover different business needs:

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Viewing and Filling in Custom Properties in a Chat

Once properties are created, your team can view and fill them in from any chat or ticket.

1. Open any chat
2. In the right-side panel, click the Properties tab
3. You’ll see all your sections listed — like Tax Info, ARR, or any custom ones you’ve created
4. Click any field to fill it in or update it

Tip: Custom properties filled in here — like org_id — can also be used by the Org Assistant to look up customer details and run Custom Tool actions without you needing to open the chat.

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Managing Custom Properties

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Moving properties between sections

You can move a property from one section to another at any time to reorganise your structure.

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Reordering and deleting sections and properties

Sections and properties can be reordered or deleted as your needs change.

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Filtering chats and tickets by custom properties

You can filter your chat or ticket inbox based on custom property values — for example, showing only chats where Plan is “Enterprise” or where a specific dropdown value is selected.

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Best Practices

Keep it organised — Group related properties into logical sections so your team can find what they need quickly. Use clear naming — Make property names self-explanatory so there’s no confusion about what to fill in. Start with essentials — Begin with the most important properties and add more as needed, rather than creating everything at once. Review regularly — Periodically check your properties to make sure they’re still relevant and remove any that aren’t being used. Train your team — Make sure everyone knows how and when to fill in custom properties, especially any that are marked mandatory for tickets.

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