Use Contact Fields End to End
Store typed values on a WhatsApp contact and use them in inbox, bots, WhatsApp Forms, webhooks, and dynamic audiences.
Not the same as CRM Configuration (external CRM panel) — CRM Configuration.
Before you start
| Need | Where |
|---|---|
| Admin or manager | Settings → Data & CRM |
| WhatsApp contacts | Conversations or Contacts |
Path at a glance
- Define fields
- Edit in inbox / profile
- Write from a Bot Flow
- Map WhatsApp Flow answers
- Map Form answers (campaign / inbox)
- Use in dynamic lists and webhooks
1. Define fields
- Open Settings → Data & CRM → Contact Fields.
- Click Add field.
- Set Key (slug), Type (Text · Number · Date · Single choice · Multi choice · Phone · Boolean), Label, optional Options, Sensitive, Retention days.
- Save field.
Empty: No contact fields yet. Detail: Contact Fields.
Archive keeps existing values until erased — confirm Archive field.
2. Edit in inbox / profile
| Place | What to do |
|---|---|
| Contacts → profile → Fields | View/edit values; Reveal sensitive / Hide sensitive when marked sensitive |
| Chat History → Fields | Same fields for the contact on the thread |
| Search on Fields tab | Search fields… — filter by label, key, or displayed value |
Success on save: Saved. Detail: Contact Profile.
3. Write from a Bot Flow
Add step Set Contact Field → choose Contact field → Value (literal or variable).
Or map answers on Send WhatsApp Flow → Save answers to contact — G9.
4. Map WhatsApp Flow answers
On a bot Send WhatsApp Flow step:
- Open Save answers to contact.
- Map each answer → contact field (or — skip — / + Create new field…).
- For + Create new field…: fill Name and Key, optional Sensitive, then Create field (not auto from Meta).
When the customer submits, values land on the contact for inbox and lists.
5. Map Form answers (campaign / inbox)
On Broadcasts → Flows (Forms detail), admins/managers can set Save answers to contact and click Save field mapping so campaign and inbox Form submits write those fields after the submission is recorded.
- Bot live-wait still uses the mapping on the bot Send WhatsApp Flow step.
- Campaign / inbox Form sends use the Form’s own mapping on the Forms detail page.
If both exist, know which path the customer used (bot wait vs campaign/inbox Form send).
6. Use in dynamic lists and webhooks
| Use | Where |
|---|---|
| Audience rules | Contact list Dynamic filter → Contact field conditions — G4 |
| Outbound webhook | Bot Send to Webhook → Contact fields ticks — G11 |
| OMS inbound | Event Destination Field map — G15 |
Quick paths
| Path | Steps |
|---|---|
| A. Manual CRM-lite | Add field → edit on Contact Fields |
| B. Bot sets a flag | Set Contact Field → Assign Agent |
| C. Flow answers → contact | Publish Flow → bot/Form Save answers · + Create new field… as needed |
| D. Form on campaign → contact | Forms detail Save answers → send Form in campaign |
| E. Segment by field | Dynamic list filter on Contact field → campaign |