Custom fields

Stripe and HubSpot cover the obvious things, but every team has a few quirks of their own. Custom fields are how you put those quirks on the customer profile without writing code.

What a custom field is

A custom field is a per-organization attribute that lives on every end user. You define the field once in Settings → Custom fields, and every customer profile gets a slot for it. Some examples:

• Internal account ID: a string mapping to your own database.
• Region: a select with values like NA, EU, APAC.
• Account manager: a select listing your AMs.
• Renewal date: a date.
• Seat count: a number.
• Custom note: free-form text for context that does not fit anywhere else.

Once defined, fields appear on the customer record and on every conversation that customer is part of.

Field types

Four types are supported.

• Text — free-form string. Use for IDs, notes, anything open-ended.
• Select — single value from a list you define. The friendliest type for filtering and routing.
• Date — a calendar date with no time component.
• Number — integer or decimal.

There is no boolean type by design. If you need yes/no, use a select with two options.

Defining fields

Settings → Custom fields. Click New, pick a type, give it a name, and (for select fields) define the options inline. You can also mark a field as required.

Setting values

Two ways:

1. Manually, from the customer panel — inline edit per field.
2. On import, by mapping a CSV column to the field. See importing-customers.

Every change is logged with the user who made the edit and the previous value.

Using custom fields

Routing (new)

Routing rules can read custom fields directly. As of the most recent release, you can write rules like "if tier = enterprise, assign to senior support" or "if region = EU, set tag eu-vat." See routing-settings for the rule editor.

This is the highest-leverage use of custom fields. A few well-chosen fields turn into a lot of automation.

AI context

The AI agent reads custom fields when drafting replies. If language is set to de, the AI knows to draft in German. If account_manager is set, the AI can mention them by name in escalations.

Customer 360

All custom fields render on the customer panel next to the conversation. See customer-360.

Search

Custom fields are indexed for fast search. See customer-search for the operators.

Limits and conventions

Field names should be short and lowercase with underscores. The UI shows the display label, but the underlying key is what is used in routing and search.

Do not store secrets in custom fields. They are not encrypted at rest beyond standard database protections, and any user with access to the customer can see them.

What to do next

• Use a few fields in routing-settings to turn segments into automation.
• Pair with stripe-context for billing-aware routing.
• Map fields on import — see importing-customers.