Attribute Permissions: who sees each custom field in the conversation

By default, every custom field is visible to all agents. Attribute Permissions is where you create exceptions: which fields are hidden and for whom.

Where to find it

Settings → Data → Attribute Permissions

The screen is restricted to Administrator and CX Engineer profiles. If the item does not appear in the menu, the feature is enabled in your account by the Cloud Humans team — open a request with us.

The Conversation and Contact tabs separate conversation fields from contact fields.

The rule that explains everything: without a rule, the field appears

No account starts with restrictions. As long as a field has no rule, it remains Visible to everyone. You only configure restrictions where needed — the rest remains open.

Configuring a field

Click on the field to open the panel. It has two parts:

• Field Access — the default, applying to everyone not covered by an exception. Options: Visible or Hidden.
• Exceptions — rules for specific audiences.

Each exception is a phrase: audience + operator + target → access.

The negative operator (is not, is not a member of) solves the most common case in one go: "everyone who is not on the Fraud team" is one rule, and it continues to apply to new teams.

Precedence: who wins when two rules apply

1. The most specific wins. Order: All → Agent Type → Team → Agent. A rule for a specific agent wins over a team rule, which wins over an agent type rule.
2. At the same level, the most restrictive wins — and the interface marks this as a conflict, never deciding silently. Two teams of the same agent requesting different things: Hidden prevails, with the warning "Two rules of the same type contradict each other. The most restrictive rule wins."

Use Simulate View to see the conversation sidebar exactly as a specific agent (or a combination of agent type + teams) would see it before saving.

Subfields inherit from the parent field

Fields that only appear based on another field's value ("appears when Reason = Billing") form a hierarchy. Here, only one rule applies: a subfield is never more permissive than its parent.

Implications seen on the screen:

• inherits from parent — the subfield has no own rule and shows the inherited effect.
• locked by parent — the parent is hidden, so the subfield also remains hidden, even with its own Visible rule.
• rule has no effect — you allowed an audience that a higher-level field hides. The rule remains, but has no effect; open the field to review.

There is no "inherit" key: a subfield without its own rule simply follows the parent.

Mandatory fields cannot be hidden

Those who cannot see the field cannot fill it out, and the conversation cannot close without it. Therefore, the combination of mandatory + hidden is blocked.

If a field appears marked as to be corrected, it is exactly this case — the mandatory setting was enabled after the permission rule. Two options: remove the permission setting (restores visibility) or disable the mandatory setting in Custom Attributes.

Meanwhile, an agent who cannot see a mandatory field is not blocked: they can complete the conversation normally. The system does not require a field that the person cannot see.

Shortcuts for many fields

• Apply to multiple — select several fields and apply the same set of rules. Two options: Replace (overwrite existing rules) or Add (keep existing and add new). Mandatory fields are excluded from mass hiding, and the modal lists which and why.
• Apply from this level down — configure the field and reset the configuration of all subfields to follow this. Not available if a mandatory subfield would be hidden by the parent’s lock.

How to read the list of fields

The filters Configured, With conflict, and To be corrected help review a large account without scrolling through the entire list.

What permission does not do

• Does not prevent AI filling. A field can be hidden from everyone and still be filled by ClaudIA — this is an intentional use, for data that no one needs to edit manually. The interface itself warns when no profile can see the field.
• Does not change who creates or edits the field definition. Creating, renaming, and deleting fields remains in Custom Attributes.

Quick questions

I set a rule for an agent and it never applies. If the person has left the account, the interface warns that the rule will never apply. Remove it.

How to reset a field to normal? Remove configuration. Without rules, the field reappears for everyone — and a subfield follows the parent again.

Do I need to save to see the effect? No. The Result block within the field panel calculates who can see the field with unsaved rules, using the same calculation as in the conversation.