Custom attributes for contacts and conversations

Custom attributes store additional details about a contact or an individual conversation.

Create an attribute

1. Open Admin > Conversations > Custom attributes (/admin/custom-attributes).
2. Choose Contact or Conversation and click New custom attribute.
3. Enter Name, Key, and an optional Description.
4. Select Applies to and Type. Types are Text, Number, Checkbox, Date, Link, and List.
5. For a Text field, optionally set Regex and Regex hint. Leave the regex empty when additional pattern validation is unnecessary.
6. For a List field, add its List values.
7. Click Create.

A contact attribute belongs to the person. A conversation attribute belongs to a specific conversation. For example, a subscription plan can be a contact attribute, while an order reference for one support request can be a conversation attribute.

An existing attribute's Key and Type cannot be changed in the edit form. Choose them before creating it. Use the defined key when passing values through the API or supported widget identity data.

For widget identity examples, see the Live Chat guide.