Custom Fields

Custom fields store extra information that the default contact or conversation fields don't cover.

They live on a single settings page with two tabs.

Open the Custom Fields page

1. Go to Settings → Presets → Custom Fields.
2. You'll see two tabs:
   • Contact Fields — Extra data for individual contacts.
   • Conversation Fields — Extra data for conversations/sessions.

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Contact fields

Use Contact Fields to store attributes like customer type, city, plan, CRM ID, or any other contact-level info.

Create a contact custom field

1. Open Settings → Presets → Custom Fields → Contact Fields tab.
2. Click Create field.
3. In the drawer:
   • Name: Short, clear label (for example: "Plan Type", "City", "Customer Tier"). Must be unique within your workspace.
   • Description (optional): Explain what the field is for and how it should be used.
   • Type: Choose the data type:
     • Text, Number, Date, Boolean
     • Select / Multi-select (you must add at least one option)
     • URL, Email, Phone
   • Options (for Select / Multi-select): Add one or more choices (for example: Basic, Pro, Enterprise).
   • Required (if shown): Choose whether this field must be filled when editing a contact.
   • AI Extraction: Turn on if you want the AI agent to auto-fill this field from conversation context where possible.
4. Click Create / Save to add the field.

The new field appears in the Contact Fields table and becomes available in places like the Contacts table and contact sidebars.

Update a contact custom field

1. Stay on the Contact Fields tab.
2. In the table, find the field you want to change.
3. Use the AI Extraction switch directly in the table to quickly enable or disable it.
4. Click Edit in the Actions column to:
   • Rename the field.
   • Update the description.
   • Adjust type/options (where allowed).
   • Change whether it is required or AI-extractable.
5. Click Save / Submit to apply changes.

Updates apply everywhere that field is used. Existing values are kept unless you change or remove them manually.

Delete contact custom fields

1. On the Contact Fields tab, use the checkboxes to select one or more fields.
2. When at least one field is selected, an action bar appears at the bottom.
3. Click Delete and confirm in the dialog.

Deleting a custom field:

• Removes that field definition from your workspace.
• Removes its values from contacts where it was used.
• Does not delete the contacts themselves.

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Conversation fields

Use Conversation Fields to track details specific to a conversation or session, such as source campaign, issue category, order ID, or priority.

Create a conversation custom field

1. Open Settings → Presets → Custom Fields → Conversation Fields tab.
2. Click Create field.
3. In the drawer:
   • Name: Short label (for example: "Issue Category", "Order ID", "Campaign Name"). Must be unique within your workspace.
   • Description: Explain what this field captures for each conversation. Must be 32–256 characters. The AI agent uses this text to decide when to extract values automatically.
   • Type: Choose the type — Text, Number, Date, Boolean, Select, Multi-select, URL, Email, or Phone.
   • Options (for Select / Multi-select): Add the allowed choices — at least one option is required.
   • AI Extraction: Turn on to let the AI agent fill this field automatically from messages when possible.
4. Click Create / Save to add the field.

The new field appears in the Conversation Fields table and can be used in analytics, filters, and contact/conversation views that support conversation custom fields.

Update a conversation custom field

1. Stay on the Conversation Fields tab.
2. In the table:
   • Toggle AI Extraction on/off with the switch for quick changes.
   • Click Edit to open the edit drawer.
3. In the edit drawer, you can adjust:
   • Name and description.
   • Options (for select-type fields).
   • AI Extraction setting.
4. Click Save / Submit to apply changes.

Existing conversation records keep their stored values unless you change them via the UI or API.

Delete conversation custom fields

1. On the Conversation Fields tab, select one or more fields using the checkboxes.
2. When fields are selected, use the Delete action in the bottom bar.
3. Confirm in the dialog to permanently remove them.

Deleting a conversation custom field:

• Removes the field from your workspace and any UIs that referenced it.
• Clears stored values for that field from past conversations.
• Does not delete the conversations themselves.

Using custom fields elsewhere

• Segments — filter segments by custom field for sharper targeting
• Campaigns — map custom fields to campaign variables for personalization
• AI Agent — set up AI Extraction to auto-populate custom fields
• Insights — analyze data with custom fields in reports

Related features

• Labels — combine custom fields with labels for richer organization
• Contacts Overview — enrich contact profiles with custom fields
• Knowledge Base — reference custom field data in knowledge entries