Skip to main content

Integrating Custom Fields

Unwrap allows you to integrate additional metadata fields associated with each entry of feedback you ingest into your Unwrap views. These custom fields can then be used to do powerful slicing of your feedback analysis to answer questions like:

  • "What are the top issues amongst customers who churned?"
  • "Of customers complaining about price, which locales are most common?"
  • "Which operating system version are these complaints about lag coming from?"

Each of the scenarios above are possible in Unwrap if you have metadata like A) churned vs. active, B) customer locale, or C) customer operating system ingested alongside each feedback entry.

How do I add custom fields that are captured in the platform I collect feedback in?​

If you are integrating feedback from a platform like Zendesk, an NPS survey system, etc., it's common for those platforms to already collect many custom fields that are mapped to your feedback. In those cases, we will automatically pull in the most popular custom fields those platforms offer. If there are fields you need that are not automatically pulled in, contact us (contact@unwrap.ai) and we'll help you integrate it.

I have custom fields in my CRM that I want to map to feedback. Does Unwrap support that?​

Yes. If you store custom fields about each of your customers, for example their lifetime revenue value, their tenure, etc., Unwrap supports integrating those values. The easiest method is for Unwrap to pull this data directly from your CRM (e.g., Salesforce or Hubspot), but for Pro tier customers, we do also support pulling in custom fields from your own data warehouse.

How do custom fields from an outside CRM or dataset get mapped to my incoming feedback?​

Unwrap will use a unique customer identifier to map feedback from its original platform (e.g., Zendesk) to custom fields from your CRM (e.g., Hubspot). For example, if your customers' email address is a reliable unique identifier, and that email is present in both the original feedback as well as your CRM, Unwrap will use those emails to join the two datasets. Email address is our recommended unique identifier, since it's present in most feedback collection platforms. If email address is not a reliable identifier for your customers, contact us and we can provide consultation.