Customer fields are the qualification details you collect about a customer, such as company size, budget, or timeline. The values stay on the customer profile after a chat ends, so you can tell a serious buyer from a browser without rereading old conversations. You manage the whole list yourself in Settings.
What are Customer fields?
A Customer field is a custom property you define once and then fill in for any customer. It captures qualification data that would otherwise live inside a single conversation, such as company size, budget, or renewal date. Values are saved on the customer profile and stay available across later chats, tickets, and visits.
Customer fields are not the same thing as Ticket fields. A Customer field refers to your customer’s data. A Ticket field refers to a specific ticket.
Create a Customer field
Click Add field. The form opens as a full page.
Enter a name your team will recognize, for example, Company size.
Choose a field type. Six types are available: Text, Number, URL, Single choice list, Yes or no, Date. The last three keep answers consistent, which makes them far more reliable to filter on later.
Set Field Category to either Qualification or Additional context. Fields you put in Qualification are the ones used to qualify leads. Fields you put in Additional context are stored on the customer profile without counting toward qualification. They’ll be displayed in separate sections in Customer Details in the Inbox tab.
You can set the category from the Customer fields page in Settings or from the Customer details sidebar when you add a field there.
Edit or delete a Customer field
Find the field in the list and open its action menu.
Choose Edit to change the name or the answer options on a single-choice list. (Please note that the Type of the customer field cannot be edited once it’s created.)
Choose Delete to remove the field from every customer profile.
Deleting a field removes it from the list agents see and from any filter built on it. Check the Contacts page for saved filters that use the field before you remove it.
Where Customer field values appear
Values can be filled in by agents as they learn them. Those customer fields show up in three places.
The Qualification card in the details panel of a chat or a customer profile, with a completeness indicator showing how much is already known. Fields you set to Additional context appear in a separate Additional context box in the same panel. That box only appears once you have added at least one field to it, so an empty account will not show it.
The Real-time and Contacts pages, where Customer fields are available as columns and as filters. The filter picker has a search box, which helps once you have more than a handful of fields. See Contacts and Real-time customers for how those views work.
The customer preview sidebar is opened from the Customers section.
Add a field from a conversation
You do not have to start in Settings. Open the Qualification card in the details panel of any chat or customer profile and click the plus icon to see suggested fields you can add in one click. To reach the full settings page instead, choose Manage in the card's action menu.
Frequently asked questions
All of the values are removed from the customer fields across all customers. Please take caution before you remove a customer field as this process is irreversible.
Both work. Clicking the plus icon on the Qualification card shows a set of suggested fields you can add in one click. You can also create a field from scratch in Settings whenever the suggestions do not match what your business needs to know.
Yes. Set Field Category to Additional context when you create the field. The value is still saved on the customer profile and still shows in the details panel, but it does not count toward whether the lead is qualified.
Check which card the field belongs to. Fields created on the Customer fields page appear in the Qualification card for every customer. Properties pushed in by an app, an integration, or the API appear in separate detail cards and are managed wherever they came from.