Contact Custom Fields
Overview
The Contact Custom Fields page allows you to create and manage additional data fields that can be attached to contact records. These custom fields enable you to collect specific information tailored to your business needs, beyond the standard contact properties provided by the platform.
What are Custom Fields?
Custom fields are user-defined data points that extend contact profiles. They can be used to:
- Capture specific information from forms and conversations
- Store campaign-related data
- Track custom attributes relevant to your sales or marketing process
- Enable filtering, reporting, and integration synchronization
Available Field Types
When creating a custom field, you can choose from multiple data types:
- Text: Free-form text input for names, notes, or short descriptions
- Numeric: Numbers for quantities, scores, or calculations
- Date: Date values for tracking deadlines or events
- Date and Time: Combined date and time stamps
- True or False: Boolean checkboxes for yes/no questions
- Dropdown: Single-select menu with predefined options
- Multi Select: Multiple-choice selection from predefined options
- Radio: Single selection from a list of mutually exclusive options
Creating a Custom Field
1. Navigate to Contact Management > Contact Custom Fields
2. Click "Add Custom Field"
3. Enter a Field Name (this will be the label)
4. Add a Description to explain the field's purpose
5. Select a Field Type from the dropdown
6. (Optional) Check "Allow editing" to enable agents to modify the field during chat interactions
7. Click "Create Field"
Understanding "Edits Allowed"
The "Allow editing" option determines whether agents can modify the field value directly from the chat page. When enabled:
- Agents can update field values in real-time during conversations
- Field values can be modified in the contact card while chatting
- This is useful for capturing information dynamically during live interactions
When disabled, the field can only be updated through forms, integrations, or backend processes.
Table Columns
Label: The display name of your custom field
Type: The data type (Text, Dropdown, Radio, etc.)
Description: Purpose or usage notes for the field
Edits Allowed: Indicates if agents can modify the field during chat (green checkmark = yes, red X = no)
Using Custom Fields
Custom fields can be utilized across the platform:
- Filters: Create contact segments based on custom field values
- Reports: Analyze data using custom field dimensions
- Integrations: Sync custom field data to your CRM or other connected systems
- Forms: Capture custom field data through form submissions
- Chat: Display and edit custom fields during live conversations (if "Edits Allowed" is enabled)
Managing Custom Fields
Click the menu icon (three dots) on any custom field row to edit or delete the field. Note that deleting a custom field will remove all associated data from contact records.
