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How to create custom fields for contacts and conversations

Last updated on Sep 22, 2026

When to use it

  • You need to record specific data per conversation (e.g.: contact reason, category, resolution deadline)
  • You need to record specific data per contact (e.g.: birthday, plan, tier)
  • You want to use these fields later in automations, macros or dynamic variables

Prerequisites

  • Be logged in as an administrator in Cloud Chat

About this tutorial

In this article you will learn how to create custom fields (custom attributes) for contacts and conversations in Cloud Chat.

Step by step

Step 1 — Access Custom Attributes

  1. Go to "Configurações" (Settings)

  1. Select "Atributos personalizados" (Custom attributes)

You will see the custom fields for Conversations and Contacts:

Step 2 — Create the custom attribute

  1. Click on "Criar o atributo personalizado" (Create custom attribute)

  1. Choose the scope: Contact or Conversation

  2. Set a name (e.g.: "birthday") and a key

The key is generated automatically from the name, but you can change it. It works as a unique identifier — we recommend keeping the generated one unless you need something specific.

If you want to create fields on conversations that only appear under specific conditions (for example, depending on the value of another field), see Conditional conversation custom attributes.

Step 3 — Configure type and description

  1. Add a description (e.g.: "this is the customer's birth date")

  2. Choose the field type:

    • Text

    • Number

    • Link

    • Date

    • List

    • Multiple list

    • Checkbox (yes or no)

  1. Click on Create

Your custom field is created and available for use in conversations/contacts, automations and macros.

Notes