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📝 Custom Attributes

Create custom fields to store business-specific information in conversations and contacts.

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📋 What are Custom Attributes?

Attributes are extra data fields you define: Difference from Labels:
  • 🏷️ Labels: Simple tags (ex: #vip, #urgent)
  • 📝 Attributes: Fields with values (ex: Plan: “Premium”, Value: “$500”)

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✨ Attribute Types

Text

Free text

Number

Numeric values

Date

Dates

Link

URLs

List

Predefined options

Checkbox

Yes/No

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🆕 Create Attribute

  1. “Settings” → “Custom Attributes”
  2. Choose scope:
    • Contact: Customer attribute
    • Conversation: Conversation attribute
  3. “New Attribute”
  4. Configure:
Display name: Customer Plan
Key: plan (for API)
Type: List
Values: Free, Basic, Premium, Enterprise
Description: “Customer’s current plan”
  1. Save

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📊 Contact Attributes

Store customer information.

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Common Examples

Segmentation: 
├─ Plan: Free | Basic | Premium | Enterprise
├─ Segment: Retail | Wholesale | Corporate
├─ Source: Google | Facebook | Referral
└─ Region: North | South | East | West
Business Data: 
├─ Lifetime value (LTV): $5,000.00
├─ Last purchase: Jan 15, 2025
├─ Registration date: May 1, 2024
└─ Has discount: Yes/No
Preferences: 
├─ Preferred channel: WhatsApp | Email | Phone
├─ Best time: Morning | Afternoon | Evening
├─ Language: EN | ES | PT
└─ Newsletter: Active | Inactive

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How to Fill

Manually:
  1. Open contact
  2. “Attributes” section
  3. Fill values
  4. Save
Via API: 
PUT /api/v1/accounts/1/contacts/123
{
  "custom_attributes": {
    "plan": "Premium",
    "ltv": 5000,
    "region": "East"
  }
}

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💬 Conversation Attributes

Store conversation-specific information.

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Common Examples

E-commerce: 
├─ Order number: #12345
├─ Order value: $299.90
├─ Delivery status: Shipped
└─ Tracking code: US123456789
Support: 
├─ Problem type: Bug | Question | Feature Request
├─ Severity: Low | Medium | High | Critical
├─ Product version: 2.5.1
└─ Resolved in: 1st interaction | 2nd | 3rd
Sales: 
├─ Proposal value: $10,000.00
├─ Probability: 20% | 50% | 80%
├─ Follow-up date: Jan 20, 2025
└─ Competitor: Yes | No

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🤖 Automations with Attributes

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Rules Based on Attributes

Example 1: Prioritize VIPs 
IF contact.plan = "Enterprise"
THEN add label #vip
AND assign to senior_agent
AND notify manager
Example 2: SLA by Value 
IF conversation.value > $5,000
THEN max_response_time = 5min

IF conversation.value < $500
THEN max_response_time = 30min

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📧 Personalization with Attributes

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In Messages

Use attributes in templates: 
Hello {{contact.name}}!

We noticed your {{contact.plan}} plan 
expires on {{contact.expiry_date}}.

Renew with 20% OFF using code: 
RENEW{{contact.plan}}

Best regards,
{{agent.name}}

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💡 Best Practices

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Naming

✅ Snake_case for key: registration_date not Registration Date
✅ Friendly display name: “Registration Date”
✅ Consistency: Standardize across team

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Organization

✅ Don’t overdo it: 10-15 attributes per scope
✅ Use lists: Better than free text
✅ Validate inputs: Avoid typing errors
✅ Document: What each attribute means

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🚀 Next Steps

Automations

Use attributes in automatic rules

API Reference

Integrate attributes via API