Using Custom Fields in ThruTalk


You can personalize your ThruTalk scripts and caller interface by adding custom variables, also known as custom fields. These fields pull in details from your contacts - like email, donation status, or VAN IDs - so that callers can see and reference them during live conversations. 


This guide will show you how to display those fields on the calling page and inside scripts, helping your campaigns feel more tailored and effective.


This guide describes how to use custom fields in ThruTalk after you've created them in your account and mapped them in your group. Before reading this guide, make sure you've created your custom fields and mapped them in your group, which you can read more about here: Custom Fields - Personalization and Integrations.


TABLE OF CONTENTS


Adding Custom Fields to the Calling Interface

In a calling assignment, you'll see sections on the right sidebar for Contact Details and Custom Fields. By mapping custom fields in your group, you can add details here about your contacts to help guide the conversation.


Screenshot of a ThruTalk calling interface with a purple arrow pointing to the "Custom Fields" box.


To add this custom contact information to your calling page, you must first map those custom fields when uploading the group. In step 4 of the Group Upload Process, you'll be able to choose your custom fields for your group. This is covered more in depth in our guide: Uploading a Group.


Screenshot of the "Choose Custom Fields" step in a the group upload process. Purple arrows indicate that this is the fourth step in the process and points to the "email" custom field


After mapping custom fields in your group, make sure to select that group when you create your ThruTalk campaign. From the left sidebar navigation menu, expand ThruTalk, then expand Campaigns, and click Create New Campaign. After completing the first step of campaign creation, you'll see the Targeting step, where you'll be able to add Segments. These are the contacts your campaign will target. Custom fields will also appear if you select a past campaign instead of a group as your Source, as long as the past campaign had custom fields on it.


Screenshot of the ThruTalk campaign setup interface. Purple arrows show that this is the targeting step of campaign creation and that you select your segments for this step of adding custom fields to your campaign.


For more information on launching a ThruTalk campaign, read our guide: Launching a ThruTalk Campaign.


Adding Custom Data to a Calling Script

You can also add variables directly into your script with custom fields. In the image below, you can see how the expiration date is dynamically populated within the script.


This image shows the ThruTalk caller interface. It highlights the custom field in the script in a live campaign and the expiration date custom field in the custom fields section in the sidebar.


To add a custom field to your script, you'll add the custom field code, surrounded by percentage symbols, to the Script Text field. 


First, get your custom field code from the Custom Fields page. Expand the Account Tools menu and click on Custom Fields. Use the text from the code column. For example, from the image below, you can add %city% to your ThruTalk script to add the custom field.


This image shows the GetThru Custom Fields page, and highlights the custom field code column.


Next, you'll go to Scripts. Open the ThruTalk menu from the Sidebar Navigation Menu and click Scripts.


This image demonstrates where to find the Scripts page in the sidebar navigation menu.


Create a new script or open your existing script. Custom fields can be added to the following question types:

  • Script Text Block
  • Checkbox Pick Many
  • Freeform
  • Multiple Choice (Pick One)

Custom fields will only work in fields labeled Script Text Block or Script Text (Optional). The Script Text Block field will be found in the Script Text Block question type, whereas the Script Text (Optional) field will be found in the Checkbox, Freeform, and Multiple Choice types. 


Add the custom field code, surrounded by percentage symbols, in the Script Text Block or Script Text (Optional) Fields. Here's what it looks like in a Multiple Choice question:


This image shows a ThruTalk Script question as it's being created. It highlights the custom field code surrounded by percentage symbols in the Script Text field.


Here's what the script question will look like with the custom field populated when you're actively calling.

This image demonstrates a script question in a live calling assignment with the expiration date populated.


NOTE - While the script preview will show the custom field code with percentage signs (example: %donation%), they will show the custom field data included at group upload when the campaign is live.

Use %first_name% or %last_name% to drop the contact's name into your script. Variables are case-sensitive, so the letters should not be capitalized. 


Troubleshooting Custom Fields in Scripts

If your custom fields are not displaying correctly in your callers' scripts:

  • Ensure the custom field is located in the Script Text field and not in the Survey Question field.
  • Check that the custom field has percentage signs before and after the code in the script (e.g., %city%).
  • Check that the attached group has the custom field mapped. You can check if there are any custom fields mapped on the Group Details page.
  • Export the group and ensure that the group's custom fields have been mapped correctly.


Please reach out to support@getthru.io if you have any questions.