Overview
After every call or chat, Lexidesk's AI can answer questions you define about the conversation, for example "How urgent is this?", "Is this a detained client?", or "What practice area is this about?"
The answers are saved on each conversation and can decide who on your team gets the email notification. One setup covers every channel: phone calls and website chat.
Adding your custom fields
Step 1 — Find the Custom analysis card
Open your agent and go to Agents -> Configure -> Analysis Prompts tab.
Scroll down to the Custom analysis card.
Step 2 — Create a field
Click + Add field, then set it up:
Name the field in lowercase with underscores, like
urgencyorcase_type. This exact name appears on conversations and in email rules, so keep it short and consistent.Pick a type:
String is a free text answer ("what was the caller's employer?")
Number is a numeric answer ("how many days since the accident?")
Boolean is a yes/no answer ("is a detained client?")
Enum means the AI picks from a list you define. Click + Add option for each allowed value, like
high,medium,low. We recommend Enum whenever possible because it makes email routing reliable.
Turn on Nullable if the topic might not come up in every conversation.
Important: if Nullable is off, the AI must always produce an answer, even if it has to guess.
Rule of thumb: Nullable on for most fields.
Fill in Description (help AI classify) with one sentence about what you want, like "High if the caller needs help within 24 hours."
You can also use the Analysis prompt box for overall instructions that apply across all fields.
Save the agent when you're done.
Where the answers show up
On each conversation's detail page you'll see a Custom analysis card listing your fields and the AI's answers.
Also they will be passed into your post-call webhook that you can set up in Agents -> Configure -> Integrations -> Custom Webhook for use in any downstream integrations e.g CRMs.
Routing email notifications with your fields
To send emails to different people based on the answers, go to Notification destinations, click "Configure routing" on any destination email, and open the Custom analysis tab.
Click Add rule, pick one of your fields, then choose or type the accepted values.
Here's how the logic works: if you accept medium and low for urgency, the email goes out when the answer is either one.
If you add a second rule on another field, both rules must match.
FAQs
Does this work on chats or just phone calls?
Custom analysis runs on all channels: inbound and outbound phone calls, web calls, and website chat. You set the fields up once and they apply everywhere.
Why is a field blank on some conversations?
A field shows a dash when the topic never came up and the field is Nullable, or when the analysis couldn't run. Blank values never trigger email rules, so make sure you have an "everything else" destination.
What if my outbound calling campaign needs different fields?
Outbound calling instructions can define their own custom analysis fields. On those calls, fields with the same name from the instruction replace the agent-level ones.
Can I send these answers to my CRM?
Yes, your custom analysis fields are available as mappable fields (grouped under "Custom Analysis") when you set up post-conversation integrations and webhooks.
Still stuck? Email [email protected] with your firm name and a screenshot of your Custom analysis setup.