Custom attributes for contacts

Custom attributes let you store additional data on contacts beyond the default fields. Whether you need to track a customer's subscription tier, preferred language, or account ID, custom attributes give your team the flexibility to capture the information that matters most to your workflow.

Why use custom attributes?

Every business collects different data points about its customers. The default contact fields,name, email, phone number,cover the basics, but they rarely tell the whole story. Custom attributes let you:

• Personalize conversations by surfacing relevant details (e.g., plan type or company size) directly in the contact sidebar.
• Segment contacts more effectively for reporting and automation.
• Maintain a single source of truth so agents don't have to switch between tools to find key information.

Creating custom attributes

Follow these steps to add a new custom attribute:

1. Navigate to Settings > Custom Attributes.
2. Click the "Add" button.
3. Choose the model the attribute should apply to (e.g., Contact or Conversation).
4. Enter a descriptive name for the attribute (e.g., subscription_plan).
5. Select the appropriate data type (text, number, list, date, checkbox, or link).
6. Save your changes. The new attribute will immediately appear on the relevant model's detail panel.

Best practices

• Use clear, consistent naming. Stick to a naming convention,such as lowercase with underscores,so attributes are easy to identify at a glance.
• Choose the right data type. Selecting "list" for a field with a fixed set of options (e.g., plan tiers) prevents typos and keeps data clean.
• Avoid duplicating default fields. Before creating an attribute, check whether the information is already captured by a built-in field.
• Review periodically. Remove or archive attributes that are no longer in use to keep the interface uncluttered for your agents.

Common pitfalls & troubleshooting

• Attribute not showing up? Make sure you selected the correct model (Contact vs. Conversation) when creating it.
• Inconsistent data entries? Consider switching from a free-text type to a list type to standardize values across your team.
• Accidentally created a duplicate? Delete the extra attribute from Settings > Custom Attributes before agents begin populating it, to avoid data fragmentation.

Frequently asked questions

Can I edit or rename a custom attribute after creating it?

Yes. Navigate to Settings > Custom Attributes, locate the attribute, and update its name or other properties. Existing data stored under that attribute will be preserved.

Is there a limit to how many custom attributes I can create?

There is generally no strict limit, but adding too many attributes can clutter the agent interface. Focus on the data points that genuinely help your team resolve conversations faster.

Will custom attribute data be visible to customers?

No. Custom attributes are internal fields visible only to your agents and administrators within the Deskwoot dashboard. Customers will not see this information during a conversation.