UCal
  • Welcome
  • 🚀Getting Started
    • Quick Start
      • What is IS-Messenger?
      • Setting Up an Account
      • Connecting Channels
      • Inviting Your Teammates
      • Getting Contacts to Message You
      • Automated Welcome and Away Messages
      • Responding to Messages
      • Glossary of Terms
    • Connecting a Channel
    • Invite your teammates
    • Getting Contacts to Message You
    • Automated Welcome and Away Messages
    • Responding to messages
    • Glossary of Terms
    • Creating a Chatbot
  • ⚙️Workspace Modules
    • Dashboard
    • Inbox
      • Inbox Overview
      • Assignment and closing a conversations
      • Custom Inboxes
      • Interacting with Respond AI Prompts
      • Using AI Assist
    • Contacts
      • Contact Details
      • Contacts Overview
      • Merge Suggestions
      • Contact Activity
      • Contact Channels
      • Contact Import
      • Segments
    • Broadcast
      • Broadcast Overview
      • Managing Broadcasts
    • Workflow
      • Triggers
      • Workflow Step
        • Step: Send a Message
        • Step: Ask a Question
        • Step: Assign To
        • Step: Branch
        • Step: Update Contact Tag
        • Step: Update Contact Field
        • Step: Open Conversation
        • Step: Close Conversation
        • Step: Add Comment
        • Step: Jump To
        • Step: Wait
        • Step: Date & Time
        • Step: HTTP Request
        • Step: Trigger Another Workflow
        • Step: Add Google Sheets Row
        • Step: AI Agent
      • Workflow Templates
    • Reports
      • Reports: Conversations
      • Reports: Responses
      • Reports: Resolutions
      • Reports: Messages
      • Reports: Contacts
      • Reports: Assignments
      • Reports: Leaderboard
      • Reports: Users
      • Reports: Broadcasts
  • ⚙️Workspace Setting
    • Managing a Workspace
    • General
    • Users
      • Access Levels
    • Teams
    • Channels
      • Chat Menus
    • Contact Fields
    • Growth Widgets
      • Website Chat Widget Quick Start
      • Website Chat Widget Overview
      • Workspace Settings: Growth Widgets
      • Install Website Chat Widget on Squarespace
      • Install Website Chat Widget on Joomla
      • Install Website Chat Widget on Wix
      • Install Website Chat Widget on Shopify
      • Install Website Chat Widget on WordPress
      • How to Track Conversation Source from Multiple Websites
    • Respond AI
    • Integrations
      • Dialogflow
        • Dialogflow: Connecting to Dialogflow
        • Dialogflow: Creating a Chatbot
        • Dialogflow : Managing Intents
        • Dialogflow: Parameters
        • Dialogflow: Events
        • Dialogflow: Response Templates
        • Dialogflow: Custom Payloads
        • Dialogflow: Fulfillment Webhook Request
      • E-Commerce & CRM Integrations
        • E-Commerce Integration: Shopify
        • E-Commerce Integration: BigCommerce
        • E-Commerce Integration: WooCommerce
        • E-Commerce Integration: Magento
        • CRM Integration: HubSpot
        • CRM Integration: Salesforce
        • CRM Integration: Pipedrive
        • CRM Integration: ActiveCampaign
      • Zapier
      • Developer API
      • Webhooks
      • Make (formerly Integromat)
    • Closing Notes
    • Snippets
    • Files
    • Data Export
    • Data Import
  • ⚙️User Account
  • Profile
  • User Activity Status
  • Notifications
  • Resetting your Passwords
  • 👨‍👧‍👦CONTACT AND MESSAGES
    • Dynamic Variables
      • Dynamic Variables Overview
      • How to Use Dynamic Variables
    • Contact Search and Custom Inbox
    • Conversations
  • ⚙️MESSAGING CHANNELS
    • Channel Overview
    • Facebook Messenger
      • Facebook Messenger Quick Start
      • Facebook Chat Plugin
      • Private Replies
      • Message Tag
    • Instagram
      • Instagram Overview
      • Instagram Quick Start
    • WhatsApp
      • WhatsApp Business API Quick Start
      • Getting Ready for Inbound Conversations
      • Getting Ready for Promotional Messaging
      • WhatsApp Official Business Account (Green Tick)
      • Grow your WhatsApp Audience by Maximizing Entry Points
      • Get WhatsApp API Account for Government Agencies
      • Meta Business Verification
      • WhatsApp Message Templates
      • WhatsApp Pricing
      • WhatsApp Business Platform (API) Channel Configuration
      • WhatsApp Messaging Limits
      • Meta Product Catalog
      • Change Your WhatsApp Business Display Name
      • Phone Number Migration to IS-Messenger WhatsApp Business API
      • Turn-off WhatsApp Number Two-Step Verification
      • WhatsApp Cloud API
        • Migrating from On-Premises API to Cloud API
        • Migrating from Cloud API to On-Premises API
        • Set up the WhatsApp Echo Bot
        • Load Testing on Cloud API
        • Experiments
        • Webhooks Setup
      • 360Dialog WhatsApp
      • Twillio WhatsApp
      • MessageBird WhatsApp
      • Vonage WhatsApp
      • Phone Number Migration to WhatsApp Cloud API
    • Website Chat Widget
      • Install on WordPress
      • Install on Shopify
      • Install on Wix
      • Install on Squarespace
      • Install Website Chat Widget on Joomla
    • LINE
      • LINE Overview
      • LINE Quick Start
    • Telegram
      • Telegram Overview
      • Telegram Quick Start
    • Viber
      • Viber Overview
      • Viber Quick Start
    • SMS Overview
      • Twilio SMS Quick Start
        • Importing Contacts to Twilio SMS
      • MessageBird SMS Quick Start
      • Vonage SMS Quick Start
    • Twitter Overview
      • Twitter Quick Start
    • WeChat
      • WeChat Overview
      • WeChat Quick Start
    • Google Business Message
    • Email
      • Google Workspace Quick Start
      • Other Email
    • Custom Channel
      • Custom Channel Overview
      • Custom Channel Quick Start
  • New Release Update
  • Support Use Cases
    • How to Identify Contacts by Email and Phone NumberI
    • How to Enrich Customer Data from a CRM or other Business Software
    • How to Route Customers to the Right Team Automatically
    • How to Auto-Assign Customers to a Team or Dedicated Agent
    • How to Send Outbound Support Messages
    • Support: Closing Conversations
    • How to Supervise Your Support Agents
    • How to Analyze Reports for Support
    • How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
  • Handling Inbound Conversations
    • Managing Spam
    • Create Automated Welcome and Away Messages
    • Get Contacts’ Consent for Personal Data Collection
    • Create Automated Chat Menus
    • Collect Contacts’ Emails and Phone Numbers
    • Route Contacts by Shifts
    • Route Contacts by Team Functions
    • Route New & Returning Contacts
    • Route VIP Contacts
    • Assignment Strategy: Automatic Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
    • How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
    • How to Track Conversation Source from Multiple Websites
    • How to Route Contacts from CTC Ads to Agents
  • Automate Conversations
    • How to Maximize Customer Service Potential with AI Agent
    • How to Automate Contact Information Collection with AI
    • How to Route Contacts to Preferred AI Agent
    • How to Automatically Qualify Contacts Based on Budget Using AI Agent
    • How to Route Contacts by their Preferred Language
    • How to Create Automated Chat Menus
    • Assignment Strategy: How to Automate Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
    • How to Create Automated Welcome and Away Messages
    • How to Block Contacts and Manage Spam
    • How to Route New and Returning Contacts
    • How to Collect Contacts’ Emails and Phone Numbers
    • How to Route New and Returning Contacts
    • How to Route Contacts by Team Functions
    • How to Route Contacts by Shifts
    • How to Get Contacts’ Consent for Personal Data Collection
    • How to Route VIP Contacts
  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
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On this page
  • Using Contact Fields
  • Getting Here
  • Viewing Contact Fields
  • Adding a new custom field
  • Editing a custom field
  • Customizing the View of Contact Fields
  • Deleting Custom Fields
  • FAQ and Troubleshooting
  1. Workspace Setting

Contact Fields

Under the Contact Fields section, you can find a list of contact fields, manage the existing custom fields and create new custom fields to be used within the space.

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Last updated 1 year ago

Using Contact Fields

When your business requires to collect more information from your contacts, you can use contact fields to collect that information. Adding contact fields to your space will enable your team to collect accurate and useful information from your contact.

Besides that, contact fields can be used for automation triggers where automation can happen when a custom field's value is changed. A custom field value can also be used to personalize your messages as it can be used as a .

Getting Here

This setting is accessible by Owner and Manager only!

This setting can be accessed from the Settings navigation menu under the menu item, Contact Fields.

In this setting, you can :

Tips: Use the 🔍 at the top to quickly find the custom field that you are looking for.

Viewing Contact Fields

By default, a set of basic contact fields will be created for the space for the users to update contact's information. This set of contact fields cannot be edited or deleted from the space as these fields may concern the operations of the platform. The list of contact fields are as follows :-

Field Name

Description

First Name

The first name of the contact. The value can be provided by channel if applicable.

Last Name

The last name of the contact. The value can be provided by channel if applicable.

Phone Number

The phone number of the contact. The value can be provided by channel if applicable.

Email Address

The email address of the contact. The value can be provided by channel if applicable.

Country

The country of the contact. The value can be derived from the contact's phone number if applicable.

Language

The language of the contact. The value is derived from the contact's client system if applicable.

Profile Picture

The profile picture of the contact. This value can only be provided by the channel if applicable and cannot be changed by the user.

Adding a new custom field

Custom Fields are User-created Contact Fields that help to further identify Contacts.

Step 1: Navigate to the Settings Module > Contact Fields

Step 2: Click Add Custom Field, a dialog will appear for you to fill in the required information.

Step 3: Name the new Custom Field and provide a brief description for easy identification and understanding of its purpose. The Field ID, generated from the name, is uneditable and serves as a unique identifier for integrations and APIs.

Step 4: Select a field type for your new Custom Field. Be sure to choose an appropriate field type to collect relevant and better information for your Contact.

You may select from the following field types:

Field Type

Description

Text

Suitable for information with string as a format

E.g. Name, Address, Preferred Name

List

Suitable for information that has a limited set of values

E.g. Plan Type Gender, Favourite Brand, Country, Customer Type

Checkbox

Suitable for information that has a true or false value

E.g. Lead Status, Allergic, Availability

Email

Suitable for information that is in email format

E.g. Work email, Personal Email

Number

Suitable for information that requires number format

E.g. Plan Value, Number of Transactions

URL

Suitable for information that requires link format

E.g. Company Website, Privacy Policy, File Link

Date

Suitable for information that is in date format

E.g. Birthdate, Last transaction date

Time

Suitable for information that is in time format

E.g. Preferred contact time

Tips: Choosing the right field type will enable information validation that will improve the collection of contacts' information.

The platform no longer supports specifying a default value of a custom field due to server performance.

Editing a custom field

From the Custom Field record, click Edit under the Actions menu and the Edit Custom Field dialog will be opened.

Make changes to the Name, Descriptions, values (if applicable) and default value and click Update.

After a Custom Field is added, you cannot change the Field ID and Field Type. If you need to do so, you can create another Custom Field with the preferred Field ID and Field Type.

Customizing the View of Contact Fields

You can customize the displayed order of Contact Fields by clicking on the Customize View button.

To reorder the Contact Fields in the Contact Details Drawer, simply drag and move them to the desired arrangement and click on the Save button. The new arrangement will be reflected in the Contact Details Drawer for all Workspace Users.

To change the display of the Contact Fields on the Contact Details Drawer, simply change the visibility setting to your desired display option.

There are 3 options for the visibility of Contact Fields:

  • Always show: When this option is selected, the Contact Field will be displayed in the Contact Details Drawer.

  • Always hide: When this option is selected, the Contact Field will be hidden in the Contact Details Drawer.

  • Hide when empty: When this option is selected, the Contact Field will be hidden only when its value is empty.

Once the changes are saved, the new visibility configuration will be reflected in the Contact Details Drawer for all Workspace Users.

To view all hidden Contact Fields, click on the Show all fields toggle in the drawer. You can hide them again by clicking on the Hide fields button.

Deleting Custom Fields

When a custom field is no longer needed, it can be deleted from the space by choosing Delete from the actions menu.

Deleting a custom field will completely remove it from your space and any data associated with the field will be removed.

Be careful when you delete a survey as it may be used by other users in the space. Bear in mind that the deletion cannot be undone.

FAQ and Troubleshooting

Can emojis and special characters be used in Contact fields in IS-Messenger?

No, emojis and special characters are not accepted in Contact fields in IS-Messenger. If you attempt to include emojis or special characters in these fields, you will receive an error message stating, "Custom field value has emoji or invalid characters."

When designing workflows with Multiple-Choice Questions (MCQ), it's important to avoid using emojis in the response options intended to be saved as Contact fields.

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Tip: Make sure Custom Field names and standard Contact Field names are different to prevent dynamic variables in messages from retrieving the wrong data. Read more about .

⚙️
Customize the View of Contact Fields
dynamic variables here
Add a custom field
Edit a custom field
Delete a custom field
dynamic variable
gif showing how to reorder contact fields
gif showing how to set contact field visibility
gif showing how to customize contact view