Configuring layouts
Overview
The Layout builder defines which CRM fields are displayed when agents view or create records in Customer 360. While a CRM may contain numerous configured fields, layouts filter the data to show only what is essential during an interaction.
The Layout builder allows administrators to:
Exclude unnecessary fields from the agent view.
Reorder fields to prioritize important information.
Hide less-critical fields to keep the interface clean while maintaining accessibility.
Automatically link auto-created CRM activities to relevant CRM objects (such as Deals, Accounts, or Cases) using the Link activity via automation feature.
Layout builder is available across all supported CRM systems. Specific field availability may vary depending on your CRM's configuration and API support.
For information about how agents use layouts, see Managing contacts and activities.
Prerequisites
Category | Requirement |
|---|---|
Administrator access | You must have administrator access to the VCC Admin Portal. Only users with admin access can create custom layouts. |
Customer 360 and CRM integration | Customer 360 must be enabled for your account, and your VCC account must be linked with at least one supported CRM system in CRM Admin. For information, see Configuring Customer 360 (Admin). |
C360 Automation | C360 Automation must be enabled for your account. |
CRM schema | Your CRM schema must support Related To relationships, and field mappings between VCC and your CRM must be configured. |
Interaction tracking | Interaction tracking (link button, click-to-dial, IVR data) must be enabled. For more information, see Configuring record popping. |
Limitations
Category | Limitation |
|---|---|
Master layout | The master layout is retrieved directly from your CRM and cannot be customized. You can clone the master layout to create a custom layout, but you cannot modify the master layout itself. |
Layout field availability | Available fields in layouts are determined by your CRM configuration and API support. Different CRMs support different field types and validation rules. If a field does not appear in the layouts builder, verify that it exists in your CRM and that CRM resources have been synchronized in Integration Setup. Contact your CRM administrator or Vonage support if a specific field or capability is not available for your CRM. |
Layout changes affect all agents | Layout configuration is account-level and applies to all agents who have access to the CRM system. You cannot create agent-specific layouts directly, but you can create separate resource types for different agent groups to achieve different configurations. |
Related To field availability | The Related To field is only available if your CRM schema supports Related To relationships. |
Creating a custom layout
Tip
Synchronize CRM resources in Integration Setup before creating layouts to ensure you have access to the latest fields and metadata. For information, see Configuring Customer 360.
Navigate to Business Apps > CRM Admin and click Configure next to the desired CRM. Integration Setup opens.
Locate the activity or object type for which you want to create a layout (for example, Event, Task, Contact).
Click the Layouts builder icon (gear icon) next to the activity or object type.
The Layouts page opens, displaying available layouts. The first time you visit Layouts for an activity, you may see only the Master layout (retrieved directly from your CRM).
Select the layout you want to clone or edit.
To create a new custom layout based on the Master layout, select Master.
To edit an existing custom layout, select the layout name.
If you are cloning the Master layout, change the Custom layout name from "Copy of Master" to a meaningful name (for example, "Email layout for calls" or "Contact view - essential fields only").
Configure the fields in the layout:
Reorder fields: Drag and drop fields to change their display order.
Exclude fields: Drag and drop fields into the Excluded Fields section to remove them from the agent view entirely.
Edit field properties: Add relevant details in the fields that apply to your layout (such as default values or labels).
(Optional) To configure the Related To field, see Link activity via automation later on this page.
Review the layout to ensure only essential fields are visible and the field order is logical for agent workflows.
Click Save (for new layouts) or Update (for existing layouts).
Click Done to close the Layouts page and return to Integration Setup.
Repeat steps 3–11 for each activity or object type that requires a custom layout.
Your custom layouts are now available for use in automation rules and for agents to select when creating or viewing records. For information about how agents use layouts, see Managing contacts and activities.
Link activity via automation
This feature automatically populates the Related To field when CRM activities are created via automation. This links auto-created activities (such as Tasks, Calls, or Cases) to relevant CRM objects (such as Deals, Accounts, or Cases) based on the interaction context.
To configure Link activity via automation in the Layout builder:
In the Layout builder, locate the Related To field.
From the drop-down, select the CRM object to configure.
Attentively, leave this field empty. The system automatically determines which object to link the activity to, based on the interaction context (for example, an object opened from IVR, a click-to-dial origin, an object created during the interaction, or a manually linked object).
Related To field behavior
Leave the field empty if you want the system to automatically select the most relevant CRM object based on the interaction.
Or, select a specific object only if you always want activities linked to that object type, regardless of context.
Click the light-blue + icon on the Search field. An automation pop-up appears.
In the Source field, select Activity.
Click Save.
Continue to create the rest of the layout as described in Creating a custom layout on this page.