Contact fields

Updated

Where: Settings > Team and customers > Contact fields

What it is for: Fields of your own on every customer, for example "Car model", "Branch" or "Renewal date". Your team fills them in the conversation's contact panel, and you can filter by them, use them in automations and quick replies, and let AI agents read them.

Who can open it: Users with the "Manage labels" or "Manage organization settings" permission. Filling a customer's values needs "Edit contact".

How to add a contact field

  1. Go to Settings > Team and customers > Contact fields and click "New field".
  2. Type the "Name".
    New field: name, kind, and the two switches
  3. Choose the "Kind": "Text", "Number", "Date", "Dropdown" or "Yes / No". For a dropdown, type the "Choices, one per line".
  4. Leave "Show in the conversation's contact panel" on to see it there, and "AI agents may read it" on to let your agents use it.
  5. Click Save. The card shows the field's kind and its key, for example {cf:car_model}.

Once any customer has a value in a field, its kind cannot change: "This field already holds customers' values, so its kind cannot change." Deleting a field asks "Delete this field? Every customer's value in it is deleted too."

How to fill a customer's contact fields

  1. Open the conversation and its contact panel.
  2. The fields are under the notes. Fields not shown in the panel are under "More fields".
  3. Type or choose the value. It saves as soon as it changes; a value that does not fit shows "That value does not fit this field."

Where else the fields work:

- The advanced filter has "Contact fields" (see "How to use the advanced filter and save filters").

- Automations have the condition "Contact field".

- A quick reply can use {cf:key}, for example {cf:car_model}, which becomes the customer's value.

- A WhatsApp form's answer can be saved into a field.