‎Custom Field Visibility Based on User Availability Status

Custom Field Visibility Based on User Availability Status

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1 day ago

The flexibility, power, and customization behind features like Custom Fields allow you to configure workflows that streamline processes and make collaboration among teams easy and effective.

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Below, we'll explore how you can use Dynamic User Groups to control the visibility of Custom Fields that users see when they publish messages. In this example, Custom Field visibility based on Dynamic User Groups allows team members to see Custom Field options in the Publisher based on their availability status. Using this feature, you can establish workflows for team members based on a self-selected status.

Scenario: In the example below, our Care Team publishes messages in three categories:

Users working a Proactive shift actively craft, plan, and publish content for ongoing campaigns and to drive engagement on your brand channels
Agents working Reactive shifts respond to users who have directly contacted our brand through posting on the brand's Facebook wall, writing the brand a Twitter private message, etc. Agents working Reactive shifts respond to users and resolve issues.
Agents in Admin mode provide administrative updates to users, post company news and updates on store hours or policies.

In this scenario, we want teams to see only the Custom Fields that correspond to their current shift assignment (Proactive, Reactive, or Admin) when they publish messages or responses.

With streamlined visibility for Custom Fields, our agents' views will be clean and clear in the Publisher, allowing users to efficiently tag messages with Custom Fields that are relevant to their current assignment.

Create User Statuses

We'll be using the User Availability Status to control the visibility of messages. User Availability is set by users individually by clicking their username in the top right corner and selecting User Availability. They can then select from the statuses that have been configured in your environment.

In this example, we'll start by creating three new User Availability Statuses that will be used to control the visibility of messages in the environment. To create these new statuses, follow the steps below:

In the top navigation bar, in the Administration drop-down menu, select Custom Fields.
Locate the Custom Field User Availability Status and select Edit.
Scroll down to Set Values. Add new Availability Statuses by entering values on new lines in this field. In our example, we added the statuses Proactive, Reactive, and Admin.
Be sure to click Save to see these values added as options for users to select as their current status.

Create Dynamic User Groups

Next, we'll be creating three dynamic User Groups. As the name implies, Dynamic User Groups update dynamically. Unlike Static User Groups, in which members are added manually, Dynamic User Group membership updates according to set properties of the users in your environment. Dynamic User Group membership might be based on a User's assigned role, their location, or other properties.

For our example, the membership of the Dynamic User Groups we'll be creating is going to be based on User Availability Status. To create the Dynamic User Groups needed, follow the steps below.

In the top navigation bar, in the Administration drop-down menu, select Settings.
Click the dashboard menu icon in the top left corner and under Manage Client, select User Groups.
Select Create User Group in the top right corner.
Provide a name and optional description for your new User Group and select Based on Users' Properties (Dynamic) as the User Group type.
In the Properties section, choose User Availability Status and select the corresponding status from those created above.
Click Save in the upper right corner to create your new User Group.
Repeat these steps for each availability status created.

Create Corresponding Custom Fields

As the final step in this workflow, we'll be creating Custom Fields that correspond to our three user categories (Proactive, Reactive, and Admin), then setting the Custom Field Visibility based on the corresponding User Groups created above.

In the top navigation bar, in the Administration drop-down menu, select Custom Fields.
Select Create Custom Field in the top right corner.
Select the Custom Field type, and provide a name and optional description for your new Custom Field. To correspond to our User Groups above, we created Custom Fields for Proactive Tags, Reactive Tags, and Admin Tags.
In Set Values, select the values that should correspond to the field.

In our example, Proactive Tags might include proactive publishing categories like Sale, Event, Announcement. Reactive Tags may include customer service response categories like Troubleshooting, Refund, Product Question, etc.
Under Visibility Control, scroll down to Visibility Based on Client / User / User Group, and deselect Visible Globally in order to create visibility based on the User Groups created above.
Select the User Group that corresponds to the Custom Field created and click Create to create your new Custom Field.
Repeat these steps for each User Group created above.

Result

With your new Custom Fields based on the User Groups established through users' availability status, when users self-assign one of the statuses created (Proactive, Reactive, and Admin in our example), in the Publisher, they will not see the option to select tags that correspond to the statuses outside of this workflow, providing a cleaner and easier way to ensure that messages are tagged correctly.