Hi
You mentioned it was at agent time the Case Id would be known, and the agent adds to a field in the script.
On your agent script you can add a button to call a data action that can update the conversation with the External Tag.
The API to use can be found here
Create a data action passing the conversationId and the CaseId.
Simon
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Simon Brown
Maintel Europe Limited
Senior Applications Consultant
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Original Message:
Sent: 06-29-2026 08:56
From: Dinesh Akkera
Subject: Custom fields (filters) in Interaction Analytics
Thank you, Brown.
I haven't used External Tag. I want to save the Case ID entered by the agent on the script. Are you suggesting using External Tag in the inbound flow? Request to elaborate your answer.
Thank you.
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Dinesh Akkera
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Original Message:
Sent: 06-29-2026 07:36
From: Simon Brown
Subject: Custom fields (filters) in Interaction Analytics
Hi
If you not already utilising the External Tag property for interactions then you can update that field for the conversation with a Data action with your case ID.
The interaction reports allow the column to be added and the filter allows you to type in freeform data.
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Simon Brown
Maintel Europe Limited
Senior Applications Consultant
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