Multi-select custom attributes let you classify a conversation with more than one value at the same time, making organization, filtering, and analysis easier.
You can also create conditional attributes, which depend on the selection of another attribute.
See how to set up Custom Attributes by watching this video or by reading this post.
When to use multi-select
Use this type of attribute when a conversation can have:
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More than one reason
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More than one topic involved
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More than one valid classification at the same time
How to create a multi-select attribute
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Go to Settings → Custom Attributes → Conversations
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Click Create new attribute
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Fill in:
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Attribute name
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Type: Multi-select
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Options (the values that can be selected)
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Save the attribute
Done. The attribute will now be available for use in conversations.
How to create a conditional (dependent) attribute
Conditional attributes are used when a field only makes sense after another one has already been set.
Example:
- Category → Subcategories (multi-select)
Step by step:
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Make sure the “parent” attribute already exists
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Create the “child” attribute (it can be multi-select)
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In the attribute settings, define:
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Which attribute it depends on
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Which values of the parent attribute activate this field
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Save and validate the behavior
The child attribute will only be used when the context makes sense.
How to use the attribute in a conversation
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Open a conversation in Cloud Chat
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Find the custom attributes section
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Select one or more values in the multi-select attribute
How the "Contains" filter works
When you filter conversations by a multi-select attribute using the Contains operator, the results include conversations that have any of the chosen values — a conversation does not need to have all of them at the same time.
Quick best practices
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Prefer short, objective names for the options
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Avoid very long lists without a conditional
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Use conditionals to keep classification clear and consistent