Custom Attributes

Custom attributes refer to additional information or data attached to a user's profile while interacting to enhance the chatbot's functionality and provide a more personalized experience.

For eg: adding 'preferred product information' is a customer attribute. These are helpful in various cases:

• They allow you to store and retrieve information about the customers or the conversations, such as their names, email, preferences, order history, etc.

• They enable you to personalize the chatbot responses and tailor them to the customer’s needs and context.

• They help you segment and filter your customers based on their attributes and provide them with relevant offers, recommendations, or support.

Scenario:

A user named Alex interacts for assistance in finding a new laptop. The agent collects custom attributes during the conversation to enhance the user's experience.

1. Custom Attribute: Preferred Budget The system asks Alex about their preferred budget for the laptop. Alex responds that their budget is around $800.

2. Custom Attribute: Laptop Usage The system inquires about how Alex intends to use the laptop. Alex explains that they need it for graphic design and video editing.

3. Custom Attribute: Brand Preference The system asks if Alex has any preferred laptop brands. Alex mentions that they like the "TechFusion" brand.

4. Custom Attribute: Previous Purchases The system checks if Alex has previously purchased anything from the e-commerce website. Alex confirms they have bought a camera before.

Add Custom Attributes

1. In the right-hand corner of the shared team inbox, there is a Customer Panel where you will find the option of Custom attributes.

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1. Click on the Custom Attributes option. You will see a list of existing attributes that you can choose from, such as ‘Name’, ‘Email’, ‘Phone’, etc.

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1. To create a new attribute, click on ‘Manage Attributes’. A pop-up window will appear where you can enter the name of your attribute.

Example

If you want to segment your customers based on their location, you can type ‘Location’ in the assigned block and click on ‘Create Attribute’. You will see the new attribute added to the list of available attributes.

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1. To assign the ‘Location’ attribute to a customer, click on their name in the Customer Panel. For example, if the customer is from New York, you can type ‘New York’ in the ‘Location’ field and click on ‘Save’.

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1. You can also edit or delete the attributes anytime by clicking on the ‘Manage Attributes’ option again.

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