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Custom Fields in ChatbotX are variables used to store personalized information for each customer. Unlike System Fields — which collect basic profile data automatically (name, gender, location, and so on) — Custom Fields are defined entirely by you to capture business-specific data such as interests, membership tier, discount code, loyalty points, or consultation notes. ChatbotX supports large amounts of data across multiple formats, making it easier to segment customers, sync with CRM systems, and provide rich context for AI Agents.

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Custom Fields vs. System Fields

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Data Types

When creating a Custom Field, you choose the data type it will store. Selecting the correct type ensures your logic, conditions, and AI processing remain accurate.

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Where to Create and Manage Custom Fields

ChatbotX lets you create Custom Fields in two places, depending on whether you want to prepare them in advance or create them while working live with a customer.

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Location 1: Flows → Custom Fields Tab

This is the centralized management area where you organize and prepare your data fields before building chatbot Flows.
1

Open the Custom Fields dashboard

Open Flows from the left navigation, then select the Custom Fields tab next to Tags.
2

Create a new field

Click the blue + Create Custom Field button in the top-right corner.
3

Configure the field

Enter the Name and choose the Type from the dropdown, then save.
In this dashboard, you can use Folders to organize Custom Fields by campaign. The Inbox status column controls whether a field is visible in the Livechat management interface — useful for hiding internal fields from agents who don’t need them.

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Location 2: Create Directly in Inbox

When an agent is chatting with a customer and needs to save a new piece of information on the spot, you can create a Custom Field without leaving the conversation.
1

Open the customer profile panel

In Inbox, locate the customer profile column on the right side of the screen.
2

Find the Custom Fields section

Scroll to the Custom Field section and click (+) Add to open the list of existing fields.
3

Create and populate a new field

If the field you need does not exist yet, click (+) Add Custom Field to create it and enter its value immediately.

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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 two main ways to store data automatically:

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Method 1: Through a Question Block (Get User Data / User Input)

When you use a content block to ask the customer for information — such as a phone number, a review, or a preferred appointment time — you can enable Save response to a custom field. The system then stores the customer’s reply directly into the Custom Field you specify, with no manual work required.

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Method 2: Through an Action (Set Custom Field)

You can assign a value to a Custom Field automatically when the customer reaches a certain step in the Flow — for example, when they click a specific Button. Use Action → Set Custom Field to update a value like Viewed_Pricing = True without requiring the customer to type anything.
Use Boolean Custom Fields to track funnel stages silently. For example, set Interested = True when a contact clicks a pricing button, then use a Condition node later to route returning customers differently.