Attributes

Anya Updated by Anya

Attributes are property fields that your Agents can create to provide additional information about your Contacts. They can also be used to segment your Contacts. Custom Attributes are fields are uniquely relevant to your company and can be used to keep a record of Contact details. Custom Attributes will differ for every company, but some examples include: industry, phone number, product model number, subscription plan, and more.

Each Contact also contains default Attributes including: first name, last name, email, timezone, last seen, created, updated, and their User ID. Agents can edit the values for name and email.

Adding a Custom Attribute

You'll need to add an Attribute so that the property field appears on all of your Contacts. After that, you'll be able to manually add values to the Attributes on Contacts, or you can set up an Experience step to map the Contact's response to an Attribute's value. To add a Custom Attribute to your Contacts, follow the steps below:

  1. On the navigation sidebar, select the Contacts section.
  2. Click on the name of any Contact to see their User Details.
You can also click on the name of any Contact from the People section of a Conversation to see their User Details, instead of accessing this from the Contacts section. The following steps will be the same.
  1. Click the blue "+ Add new user attribute" button.
  2. Enter a title for the Custom Attribute. This is the name of the property field that will appear in the User Details.
  3. The Identifier field will be defaulted to the Attribute title. You can edit if needed for backend development purposes, otherwise leave as the default.
  4. Select the corresponding Data Type that makes sense for the Attribute's value. The Data Types are as follows:
    1. Text: The value for this Attribute will be text.
    2. Number: The value for this Attribute will be a number.
    3. Date: The value for this Attribute is an exact date. To enter a value, select the date from a calendar popup.
    4. True/False: You will be able to choose either True or False for this Attribute's value.
    5. List: This option allows you to have multiple values for this Attribute.
  5. Once you select a Data Type, a field will appear for you to enter the value that you would like to appear for this specific Contact. If you selected the "List" data type, then you'll be able to enter multiple values here by entering each one and pushing the enter/return button in between each.
  6. Click Save and the Attribute will appear on the User Details of every Contact. The value of the Attribute will also be saved for this specific Contact.

To learn how to add values for this Attribute on other Contacts, follow the steps in the following sections.

Adding an Attribute Value Manually

After you add an Attribute it will appear on every one of your Contacts' details. You can add an Attribute value to a Contact manually by following the steps below.

  1. On the navigation sidebar, select the Contacts section.
  2. Click on the name of the Contact that you would like to add the Attribute value to.
You can also click on the name of any Contact from the People section of a Conversation to see their User Details, instead of accessing this from the Contacts section. The following steps will be the same.
  1. On the Contact's User Details, find the Attribute and click on the blue "Add" button.
  2. The Attribute fields will appear and you'll be able to add a value for this Contact.
  3. Click Save and the Attribute value will now show up on the Contact's details.
To edit the value of an Attribute, click on the value in the User Details. Make edits in the value field and save.

Mapping Experience Responses to Attributes

Attribute values can also be added to Contacts through their Experiences responses for Free Form Text and Multiple Choice response types. Follow the steps below to set up mapping Experience responses to Attributes.

  1. On the navigation sidebar, select the Experiences section.
  2. Open the Experiences Manager by adding a new Experience or editing an existing one.
  3. Add a step, enter your Bot's message, and select Free Form Text or Multiple Choice as the Response Type.
The Bot's Message should be phrased so that Contacts will respond with a value that makes sense for that Attribute.
  1. A field titled "Map Response to Attribute" will appear and you will be able to select the Attribute that you would like to be connected with this step.

When a Contact responds to this step, their answer will be added as the value to the selected Attribute.

How did we do?

Segments

Exporting Contacts

Contact