Custom attributes

| Item | Details |

|—|—|

| Who it is for | Administrators define; agents fill in |

| Menu location | Settings → Custom attributes |

| Plan dependency | Usually on by default |

Add your own fields on contacts or conversations — membership tier, shop ID, ticket source — when standard fields (name, email) are not enough.

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1. Creating an attribute

1. Settings → Custom attributes → Add.

2. Choose Contact or Conversation.

3. Choose type: text, number, link, list, date, and so on (per form).

4. Enter a system key and a display name. Do not casually change the key later — automation may reference it.

5. For list types, define options up front so free typing does not break reporting.

2. Where to fill them in

– Contacts: detail page or conversation right panel “Contact attributes”.

– Conversations: right panel conversation details / conversation attributes.

– If Conversation workflows require attributes, they must be filled before resolve.

Automation can branch on these fields, for example “membership tier = VIP → assign senior agent”.

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3. Recommendations

– Prefer labels for simple yes/no flags; keep attributes for structured data.

– Do not store passwords or full national ID numbers in custom attributes.

– When importing contacts, headers must match attribute keys — see Data import.

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4. Frequently asked questions

Agent cannot see a field? Attribute is on Conversation but they looked on the contact page, or the reverse.

Automation never matches? List values differ in case/spacing, or the key is wrong.

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Related articles

– Contacts

– Conversation workflows

– Automation