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The Choices field allows users to select a single option from a predefined list. This field type displays as radio buttons or a dropdown menu, ensuring users choose exactly one option from the available choices. Use Choices fields when you need to collect a single selection from a fixed set of possibilities — country, priority, status, category, or any scenario where only one option should be selected.

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When to Use

Use Choices fields for:
  • Country or region selection
  • Priority levels (low, medium, high)
  • Categories or types
  • Status indicators
  • Gender or salutation
  • Yes/No questions with additional options
  • Industry or sector
  • Payment methods
  • Communication preferences
  • Urgency levels
Consider alternatives:
  • Use Multiple Choice for selecting multiple items
  • Use Checkbox for simple yes/no only
  • Use Text for free-form input

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Configuration Options

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Options Configuration

Each option in the options array:

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Examples

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Country Selection

Select a single country:

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Priority Level

Set case priority:

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Industry Sector

Select industry:

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Yes/No/Maybe

Three-option choice:

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Validation

Choices fields enforce single-selection validation:

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Required Validation

  • If required: true, user must select an option
  • Empty selection not allowed
  • Useful for essential categorization

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Option Validation

  • User can only select from predefined options
  • No free-form input
  • Ensures data consistency and enables automation logic

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Stored Values

Choices fields store a single string value: Example stored data:
Empty state:
The stored value is the value from the selected option, not the label.

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Choices in Automations

Choices fields enable powerful conditional workflows: Check for specific value:
Check if value in set:
Route based on selection:
  • Assign to country-specific team based on country
  • Escalate high-priority cases automatically
  • Show industry-specific steps based on industry
  • Apply different pricing based on category
Status transitions:
  • Move to “Urgent Queue” when priority is high
  • Route to specialist when specific industry selected
  • Apply different SLAs based on priority
Learn more about Automations →

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Best Practices

Keep option lists manageable:
  • 3-12 options is ideal
  • More than 20 options: consider search functionality or text input
  • Group logically (alphabetically or by frequency)
Use clear, distinct labels:
  • Each option should be clearly different
  • Avoid similar or overlapping choices
  • Use consistent terminology
Always include “Other” when appropriate:
  • Provides escape hatch for unlisted options
  • Prevents forcing users into wrong category
  • Can trigger follow-up for details
Value vs Label clarity:
  • Values: short, technical, consistent (e.g., belgium)
  • Labels: friendly, readable (e.g., “Belgium”)
  • Values don’t change, labels can be updated
Order options logically:
  • Alphabetical for countries and names
  • Most common first for frequency-based
  • Logical progression for priority/urgency
  • Group related options together
Set defaults carefully:
  • Only set default if there’s a clear common choice
  • Don’t default to first option (users may not notice)
  • Leave blank when user should actively choose
Required vs Optional:
  • Mark required when choice is essential
  • Leave optional when “prefer not to say” is valid
  • Consider if “no selection” is a valid state

Multiple Choice

Use for selecting multiple options

Checkbox

Use for simple yes/no only

Text

Use when predefined options aren’t suitable

Data Schema Overview

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