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Set custom attributes for customers and conversations

Custom attributes let you collect structured data on contacts and conversations so teams can filter, route, and automate with better context.

Open directly: Open Custom Attributes

Choose the right attribute model​

Create attributes in one of two models:

  • Conversation attributes for ticket-level context (for example, issue type, order stage).
  • Contact attributes for person-level context (for example, customer tier, region).

Create an attribute​

  1. Open the Custom Attributes page.
  2. Pick the target tab: conversation or contact.
  3. Select Add attribute.
  4. Set display name, description, type, and key.
  5. Save and verify it appears in the list.

Supported field types include text, number, date, checkbox, list, and link.

Configure validation and options​

Depending on type, you can configure:

  • List values for controlled input
  • Regex validation and cues for text fields
  • Consistent key naming for automation and API usage

Tip: Use stable, human-readable keys. Changing keys later can break filters and workflows.

Understand attribute badges​

In the attributes list, badges can indicate:

  • Pre-chat: used in Inbox pre-chat forms
  • Resolution: required before resolving a conversation

These badges help you spot fields that directly affect frontline workflows.

Custom attributes list with badges