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How to create conditional conversation custom attributes

Last updated on Sep 22, 2026

When to use

  • You want to show specific fields in the conversation only when other fields have certain values
  • You want an adaptive form that guides the agent based on the answers
  • You want to reduce visual clutter in the conversation panel

Prerequisites

Conditional custom attributes apply only to conversation attributes — not to contacts.

About this article

Conditional custom attributes let you create dynamic fields that appear in the conversation only when certain conditions are met. This delivers a cleaner, more organized interface, showing only the fields that are relevant to each situation.

Benefits

  • Cleaner interface — only relevant fields are displayed

  • Guided flow — fields appear according to the context

  • Better organization — reduces confusion when filling fields in

  • Flexibility — adaptive forms based on previous answers

How to set it up

Step 1 — Open Custom Attributes

  1. Go to "Configurações" (Settings)

  2. Open "Atributos Customizados" (Custom Attributes)

  3. Select the "Conversas" (Conversations) tab

  4. Click "Adicionar Atributo Customizado" (Add Custom Attribute)

Step 2 — Create a base attribute

First, create an attribute with no condition that will act as the trigger.

Example

  • Display name: Issue Type

  • Type: List

  • Values: Technical, Commercial, Support

Step 3 — Create a conditional attribute

Now create an attribute that only appears when a specific condition is met.

Example

  • Display name: Technical Details

  • Type: List

  • Conditional: ✓ Enabled

    • Reference Attribute: Issue Type

    • Target Value: Technical

How to enable it

  1. At the bottom, check "Torne este atributo condicional" (Make this attribute conditional)

  2. Select the target attribute and the value this attribute will be conditioned on

Practical examples

Example 1: Customer onboarding

1. Customer Type → New, Existing
2. Desired Plan (if New) → Basic, Premium, Enterprise
3. Premium Features (if Plan = Premium) → Feature list
4. Migration Required (if Existing) → Yes, No

Common use cases

E-commerce

Product Type → Category → Subcategory → Variations

Technical Support

Issue Type → Affected System → Severity → Solution

Sales

Lead Source → Interest → Budget → Decision Maker

Customer Service

Request Type → Department → Priority → SLA

Where the attributes are displayed

They appear in the "Informações de Conversa" (Conversation Information) section inside the conversation.

Attribute order

The order of the list of custom attributes is reflected directly in the order they appear in the conversation.

How to reorder

  1. Drag and drop — use the "grip" icon (≡) on the left

  2. Logical order — base attributes first, conditional ones afterwards

  3. Natural flow — organize them according to the logical filling sequence

Example of a good order

1. Issue Type              (base)
2. Technical Category      (conditional: Type = Technical)
3. Bug Priority            (conditional: Category = Bug)
4. Commercial Department   (conditional: Type = Commercial)
5. Preferred Contact       (base)

Recommended workflow

1. Planning

  1. Map the flow — sketch how the fields relate to each other

  2. Define the hierarchy — base vs. conditional

  3. List the values — prepare all the options

2. Implementation

  1. Create the base attributes first (with no dependencies)

  2. Add the conditional ones gradually

  3. Test the flow with real cases

  4. Adjust the order as needed

3. Maintenance

  1. Monitor alerts — attributes with problems

  2. Update values — keep the lists up to date

  3. Review the flow — adjust it based on agent feedback

Troubleshooting

"The attribute does not appear in the conversation"

  • Check whether the condition is correct

  • Confirm that the target value exists in the reference attribute

  • Check that there are no circular references

"Validation error"

  • Click the warning icon to see the details

  • Fix broken references

  • Update invalid values

"Incorrect order"

  • Use drag & drop to reorder

  • Place base attributes before the conditional ones

  • Test the sequence after reorganizing

Notes