How CirclePe Personalizes Support with Spur’s Custom Fields

• Agents juggled spreadsheets and scattered notes to recall a renter’s city, budget, eligibility, and stage.
• Broadcasts went broad, not segment-smart.
• Updating CRM data during chats was manual and error-prone.

Spur’s Custom Fields live directly in the inbox sidebar right beside every conversation so agents never leave the chat to see crucial details. Fields are editable on the spot or updated automatically by flows.

CirclePe’s Custom Fields (13):

CirclePe bulk-loaded legacy prospects and keeps lists fresh with CSV import/export, great for migrating from other tools, enriching data offline, or handing clean lists to finance and field ops.

With Custom Fields as the source of truth, Dynamic Segments update themselves. Anyone whose Renting Stage = “Searching for properties” drops into a live segment automatically; change a field and their segment membership follows.

1. Monthly broadcast to 10k+ customers
   Example broadcast with this message template -
   Sent to Segment - “Searching for properties”.
   Excluded segment: “Broadcast sent in last 24 hours” (no spam, no overlaps).
2. Broadcast's button triggers a flow that updates Custom Fields on that contact in real time.
3. Based on fields, a Condition block routes the chat (e.g., City = “Bengaluru” → Bengaluru queue; Eligibility = “Checked” → priority lane).
4. Conversation is auto-assigned to the right agent with all context visible (tags, custom fields, notes) in the right-hand panel.

Agent: Sumit Ravindran, 77 currently assigned

• 163 tickets resolved | 238 total involvements
• Resolution times: Min ~1 min · Max 226 hr 19 min (96 hr working hrs) · Avg 21 hr 18 min (working hrs 7 hr 38 min)
• First response times: Min ~1 min · Max 23 hr 5 min (7 hr 43 min working hrs) · Avg 10 hr 52 min (working hrs 1 hr 41 min)

Takeaway: With live context and segmented routing, agents keep pace with ~2,000 tickets/month while maintaining sub-2-hour first responses during working hours.

• Every chat is personal: Agents greet with specifics—“Saw you’re in Pune with a ₹25k rent budget; eligibility already checked—want to tour zero-deposit options?”
• Cleaner ops: No double entry. Flows write to Custom Fields; CSV keeps lists aligned across teams.
• Smarter marketing: Segments self-update; broadcasts reach only the right renters, with sensible exclusions.
• Faster routing: Condition blocks use fields to triage by city, stage, or eligibility and assign instantly.

Ready to give every agent live context, route by the right signals, and keep first responses under two hours during working hours? Create your Spur Account today and follow this guide to set up Custom Fields, Dynamic Segments, and the broadcast-to-assignment flow.