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Custom Fields in ChatbotX are variables used to store personalized information for each customer. Unlike System Fields, which collect basic data by default, such as name, gender, or location, Custom Fields are defined by you to capture business-specific data such as interests, membership tier, discount code, or consultation notes. ChatbotX supports large amounts of data in different formats, making it easier to segment customers, sync with CRM systems, and provide detailed context for AI Agents.

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1. Data Types

When creating a Custom Field, you need to choose the data type it will store so your logic and AI processing remain accurate:
  • Short Text: A short text value. Commonly used for job title, voucher code, or a short answer.
  • Long Text: A longer text field with line breaks. Useful for detailed notes, customer feedback, or AI prompt context.
  • Number: A numeric value. Used for quantities, loyalty points, or pricing values.
  • Date: A date format. Often used for birthdays or anniversaries.
  • Datetime: A date and time format. Useful for appointment schedules or expiration timestamps.
  • Boolean: A true/false value. Used to mark states such as Purchased, Interested, or Registered.

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2. Where to create and manage Custom Fields

ChatbotX lets you create Custom Fields in 2 main places, depending on whether you want to prepare them in advance or create them while working live.

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Location 1: Management dashboard (Flows -> Custom Fields)

This is the centralized management area, where you can organize and prepare your data fields before building chatbot Flows.
  1. Open Flows from the left navigation.
  2. Select the Custom Fields tab next to Tags.
  3. Click the blue + Create Custom Field button in the top-right corner.
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  4. Enter the Name and choose the Type from the dropdown.
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Note: In this dashboard, you can use Folders to organize Custom Fields by campaign. The Inbox status column lets you control whether a field is visible in the Livechat management interface.

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Location 2: Create directly in Inbox

When an agent is chatting with a customer in Inbox and needs to save a new piece of information that does not already have a Custom Field, you can create it immediately without leaving the conversation:
  1. In Inbox, look at the customer profile column on the right.
  2. Find the Custom Field section and click (+) Add to open the list of existing fields.
  3. If the field you need does not exist yet, click (+) Add Custom Field to create a new one and enter its value right away.
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3. How to collect and store data in a Custom Field

Data can be updated manually by agents in Inbox or collected automatically through Flow Builder. Inside a Flow, there are 2 main ways to store data automatically:
  • Through a question (Get User Data / User Input): When you use a content block to ask the user for information, such as a phone number or a review, you can configure Save response to a custom field so the system stores the answer in the selected Custom Field automatically.
  • Through an Action (Set Custom Field): You can assign a value to a Custom Field automatically when the customer passes a certain step in the Flow, such as clicking a specific Button. Action > Set Custom Field lets you update a value like Viewed_Pricing = True without requiring the customer to type anything.