What you’ll learn: Essential rules, naming conventions, and best practices to make your custom fields work perfectly every time.
The Golden Rules of Custom Fields
Rule 1: No Spaces Ever 🚨
This is the most important rule: Custom field names cannot contain spaces.
| ✅ Correct | ❌ Wrong | What Happens |
|---|
{FirstName} | {First Name} | ❌ System error |
{AccountNumber} | {Account Number} | ❌ Data not found |
{PaymentAmount} | {Payment Amount} | ❌ Field fails |
Rule 2: Use Underscores for Multiple Words
When you need multiple words, connect them with underscores:
{Account_Number} ✅ Correct
{Payment_Amount} ✅ Correct
{Appointment_Date} ✅ Correct
{Doctor_Name} ✅ Correct
Rule 3: Be Consistent with Naming
Choose a naming style and stick to it throughout your system:
PascalCase (Recommended)
{FirstName}
{AccountNumber}
{PaymentAmount}
Important: Pick this style and use it consistently. Don’t mix different naming conventions in the same system.
Field Naming Guidelines
✅ Good Field Names
- Clear and descriptive:
{AccountNumber} instead of {Acc}
- Consistent format: All fields follow the same pattern
- Easy to understand:
{PaymentAmount} instead of {PayAmt}
- Professional:
{CustomerName} instead of {CustName}
❌ Avoid These Naming Patterns
- Abbreviations:
{AccNum} (unclear)
- Mixed formats:
{FirstName} and {last_name} (inconsistent)
- Too long:
{CustomerAccountPaymentAmountDueDate} (confusing)
- Special characters:
{Account#} or {Amount$} (causes errors)
Common Custom Field Categories
| Field Name | Purpose | Example |
|---|
{FirstName} | User’s first name | ”Hello John” |
{LastName} | User’s last name | ”Mr. Smith” |
{FullName} | Complete name | ”John Smith” |
{Title} | Professional title | ”Dr. Smith” |
{Company} | Company name | ”ABC Corporation” |
| Field Name | Purpose | Example |
|---|
{PhoneNumber} | Contact phone | ”555-123-4567” |
{EmailAddress} | Email address | ”john@email.com” |
{Address} | Physical address | ”123 Main St” |
{City} | City name | ”New York” |
{State} | State/province | ”NY” |
{ZipCode} | Postal code | ”10001” |
Account and Financial Fields
| Field Name | Purpose | Example |
|---|
{AccountNumber} | Account identifier | ”ACC12345” |
{AccountType} | Type of account | ”Savings” |
{Balance} | Current balance | ”$1,250.00” |
{AmountDue} | Outstanding amount | ”$500.00” |
{DueDate} | Payment deadline | ”March 30, 2024” |
{LastPayment} | Last payment amount | ”$200.00” |
{PaymentDate} | Last payment date | ”February 15, 2024” |
Time and Date Fields
| Field Name | Purpose | Example |
|---|
{today} | Current date | ”March 15, 2024” |
{time_zone} | User’s time zone | ”+05:30” or “Asia/Kolkata” |
{AppointmentDate} | Scheduled date | ”March 20, 2024” |
{AppointmentTime} | Scheduled time | ”3:00 PM” |
Product and Service Fields
| Field Name | Purpose | Example |
|---|
{ProductName} | Product name | ”Premium Plan” |
{ServiceType} | Service category | ”Technical Support” |
{OrderNumber} | Order identifier | ”ORD789” |
{OrderDate} | Order placement date | ”March 10, 2024” |
{ProductPrice} | Product cost | ”$99.99” |
Advanced Custom Field Techniques
Combining Multiple Fields
You can use multiple custom fields in the same sentence for rich, personalized conversations:
"Hello {FirstName}, I can see you have an outstanding balance of {AmountDue}
on account {AccountNumber} that was due on {DueDate}. Based on your
payment history, I'd like to discuss a payment plan that works for you."
Conditional Custom Fields
Some systems support conditional logic with custom fields:
"Hello {FirstName}, your account {AccountNumber} shows a balance of {Balance}.
{IfBalancePositive: Since you have a credit, you're all set!}
{IfBalanceNegative: You have an outstanding amount of {AmountDue} due by {DueDate}.}"
Note: Conditional custom fields require advanced system support. Check with your platform provider for availability.
Testing Your Custom Fields
Before Going Live
- Test with sample data - Use real user information to verify fields populate correctly
- Check field names - Ensure no spaces or special characters
- Verify data accuracy - Confirm the right information appears in the right places
- Test conversation flow - Make sure the personalized message sounds natural
Common Testing Scenarios
| Test Case | What to Check | Expected Result |
|---|
| Basic fields | {FirstName}, {LastName} | Names appear correctly |
| Financial fields | {AmountDue}, {DueDate} | Numbers and dates format properly |
| Time fields | {today},{time_zone} | Current date displays |
| Empty fields | Missing data | Graceful handling or fallback text |
Troubleshooting Common Issues
Problem: Field Not Populating
Possible Causes:
- Field name has spaces
- Field name doesn’t match database
- Data is missing for that user
- System configuration error
Solutions:
- Check for spaces in field name
- Verify field name matches exactly
- Confirm data exists in database
- Check system configuration
Problem: Wrong Data Appearing
Possible Causes:
- Field name too similar to another field
- Database mapping error
- Data corruption
Solutions:
- Use unique, descriptive field names
- Verify database field mapping
- Check data integrity
Problem: Field Causes Error
Possible Causes:
- Invalid characters in field name
- System doesn’t recognize field
- Syntax error in prompt
Solutions:
- Remove special characters
- Use only letters, numbers, and underscores
- Check prompt syntax
Best Practices Checklist
Use this checklist to ensure your custom fields work perfectly:
Field Loading Speed
- Keep field names short - Long names can slow processing
- Limit field count - Too many fields may impact performance
- Cache frequently used data - Reduce database lookups
Data Accuracy
- Real-time updates - Ensure data is current
- Validation rules - Check data quality before using
- Fallback values - Provide defaults for missing data
Security and Privacy
Data Protection
- Sensitive information - Don’t include passwords or SSNs in custom fields
- Access control - Limit who can see custom field data
- Audit logging - Track when custom fields are used
Compliance
- GDPR considerations - Ensure user consent for personal data
- Industry regulations - Follow financial, healthcare, or other specific rules
- Data retention - Know how long to keep custom field data
Next Steps
Now that you understand custom field best practices:
- Review your current fields - Apply these best practices to existing custom fields
- Plan new implementations - Use proper naming conventions from the start
- Test thoroughly - Verify everything works before going live
- Train your team - Ensure everyone follows the same standards
- Monitor performance - Watch for any issues and optimize as needed
Ready to implement custom fields correctly? Following these best practices will ensure your custom fields work reliably, efficiently, and professionally. Start implementing them today to create more engaging and personalized AI conversations.
Need the basics? Check out our Custom Fields Introduction to understand the fundamentals before diving into these best practices.