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Create custom attributes (contact and conversation fields)

Last updated: 26 September 2026 · 4 min read

A custom attribute is your own field for a contact or conversation, for example “Customer code”, “City” or “Order number”. An administrator creates attributes, and agents fill in the values. This feature isn't in every plan.

Steps

  1. 1

    Open the attributes page

    On Settings › Workspace settings › Custom Attributes, click “Add Custom Attribute”.

  2. 2

    Set up the field

    • “Applies to”: “Contact” or “Conversation”.
    • “Display Name”: the name shown in the dashboard.
    • “Key”: the system name (filled in automatically).
    • “Type”: “Text”, “Number”, “Link”, “Date”, “List” or “Checkbox”. For “List”, type the values in the “List Values” field and press Enter.

    If you like, check the format with “Enable regex validation”. Then click “Create”.

  3. 3

    Fill in the value

    A contact attribute appears in the contact's “Attributes” tab, and a conversation attribute appears in the “Conversation attributes” part of the conversation's right panel.

  4. 4

    Where it helps

    You can build filters, segments and automation on attributes. To make a conversation attribute required before a conversation is resolved, see the article on required fields before resolving a conversation.