How to Configure Customer Properties

Hello,

Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you. Based on your inquiry, it looks like you are trying to Configure Customer Properties. In order to accomplish this, you will need the following permissions:

• Admin access to the Qtrac portal

This guide walks you through setting up Customer Properties in Qtrac — creating categories, adding property fields, mapping them to workflow questions, and writing rules that update them automatically.

Step 1 — Create Property Categories

Categories group related properties together (e.g., "Customer Identifiers", "Customer Risk").

1. Log in to the Qtrac Admin portal.
2. Navigate to Customer Properties in the left-hand menu.
3. Click Add Category.
4. Enter a category name (e.g., Customer Identifiers) and save.
5. Repeat for each category you need.

Suggested categories to start with:

• Customer Identifiers — for recognition fields like phone, student ID, account number
• Customer Risk — for risk level, fraud flags, or escalation status
• Purchase History — for last purchase date, lifetime value, or service count

Step 2 — Add Properties Within Each Category

1. Select a category you just created.
2. Click Add Property.
3. Enter a property name (e.g., Risk Level).
4. Choose the property type:
   • Text — use for free-form values like a phone number, ID, or date
   • Dropdown — use when the value must be one of a fixed set of options (e.g., High / Medium / Low)
5. If you selected Dropdown, add each option (e.g., High Risk, Medium Risk, Low Risk).
6. Save the property.
7. Repeat for all properties in this category, then move to the next category.

Tip: Only use Text or Dropdown. Other field types (email, phone, etc.) are not needed for properties — property data goes into the customer record, not into communication fields.

Step 3 — Map Workflow Questions to Properties

Mapping tells Qtrac: "When a customer enters their answer to this question, save it as this property." This is also how Qtrac recognizes returning customers.

1. Navigate to your Workflow configuration.
2. Find the question you want to map (e.g., Mobile Phone, Student ID, Account Number).
3. Open the question settings and locate the Map to Property field.
4. Select the matching property from the dropdown (e.g., map the Mobile Phone question → Mobile property).
5. Save.
6. Repeat for each identifier question you want to map.

Important: Map at least one identifier field (phone, student ID, account number, etc.) so Qtrac can recognize returning customers and load their existing properties on future visits.

Step 4 — Create Rules to Update Properties

Rules automatically change a property value when something happens during a visit.

1. Navigate to Advanced Rules.
2. Click Add Rule.
3. Set the Trigger (the "when"):
   • Example: Customer completes service
   • Example: Service outcome equals "New Card Provided"
   • Example: Customer sends a text message containing "cancel"
4. Set the Action (the "then"):
   • Select Add Property to Customer
   • Choose the property (e.g., Risk Level)
   • Set the value (e.g., Low Risk)
5. Save the rule.
6. Repeat for each property you want to automate.

Common rule patterns:

Note: A property keeps its value indefinitely until another rule fires and changes it. Always create a rule to "reset" a property when conditions improve (e.g., if you set High Risk on abandon, add a rule to set it back to Low Risk on service completion).

Step 5 — Verify Setup

1. Open a test workflow and complete a visit as a new customer using a mapped identifier (e.g., enter a student ID).
2. Complete the service with an outcome that triggers one of your rules.
3. Log out and log back in (required the first time after setup).
4. Look up the customer and check that their Customer Properties fields are populated as expected.
5. Run a second visit with the same identifier to confirm Qtrac recognizes the returning customer and loads their existing properties.

Notes

• Properties are not retroactive — they only populate from the moment a rule or mapping fires going forward.
• If a customer never enters a mapped identifier, they cannot be recognized across visits.
• You may need to log out and back in after initial configuration to see properties appear in the customer window.

If you still have any questions please feel free to reach out to your assigned Customer Success Representative or our Qtrac Support Team.