Quick Start
What is respond.io?
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
Channels
WhatsApp Business Platform (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
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
LINE
Viber
Telegram
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Custom Channel
Channels Overview
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Messages
Messages Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI
Using AI Assist
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
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: Add Google Sheets Row
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Setting: Respond AI
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Help Menu
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
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
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
Make (formerly Integromat)
Developer API
Webhooks
Partnership
We love to hear from you!
Table of Contents
- Home
- Product
- Workspace Settings
- Workspace Settings: Contact Fields
Workspace Settings: Contact Fields
Updated
by Susan Swier
Using Contact Fields
Contact Fields are used to collect Contact information, such as first and last names, preferred languages and location.
The information collected in Contact Fields can be used as dynamic variables to personalize messages. Contact Field changes or updates can be used to trigger relevant Workflows.
Getting Here
This setting can be accessed from the Settings navigation menu under the Workspace Settings sub-menu item, Contact Fields.

In these settings, you can:
Viewing Contact Fields
By default, a set of standard Contact Fields will be created for the Workspace for Users to update Contacts' information. Standard Contact Fields cannot be edited or deleted from the Workspace as these fields may affect platform operations. The list of standard Contact Fields are as follows:
Field Name | Description |
First Name | The Contact's first name. The value can be provided by Channel if applicable. |
Last Name | The Contact's last name. The value can be provided by Channel if applicable. |
Phone Number | The Contact's phone number. The value can be provided by Channel if applicable. |
Email Address | The Contact's email address. The value can be provided by Channel if applicable. |
Country | The Contact's country. The value can be derived from the Contact's phone number if applicable. |
Language | The Contact's preferred language. The value is derived from the Contact's client system if applicable. |
Profile Picture | The Contact's profile picture. 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 Contact Fields Settings Page
From Settings Module, navigate to the menu item, Contact Fields.
Step 2: Press ADD CUSTOM FIELD
To add a Custom Field to your Workspace, press the blue ADD CUSTOM FIELD button at the top of this section. The Add Custom Field dialog will appear for you to fill in the required information.

Step 3: Name the Custom Field and describe it
Enter a name for the new Custom Field along with a short description. These fields will help you identify the Custom Field added and understand the intentions.
The Field ID of the Custom Field will be populated based on the Custom Field name. Once a Custom Field has been created, the Field ID cannot be edited. The Field ID is a unique identifier and can be used for integrations and APIs.
Step 4: Select a field type
There are various field types that you can set 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 (Max character limit for the value is 20) 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 |
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 ("YYYY-MM-DD". e.g. 2023-10-25) E.g., Birthdate, Last transaction date |
Time | Suitable for information that is in time format E.g. Preferred contact time |
Editing a Custom Field
From the Custom Field record, you can press the Edit button under the Actions menu and this should open the Edit Custom Field dialog.
In this menu, you can make changes to the name, descriptions, values (if applicable) and default value.

Make the necessary changes and press UPDATE.
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 a Custom Field
When a Custom Field is no longer needed, it can be deleted from the Workspace by choosing Delete from the Actions menu.

Deleting a Custom Field will completely remove it from your Workspace and any data associated with the field will be removed.
Feeling stuck? Do not fear.
Need assistance? Contact us for support. Help is here!This is the text block that will appear when the button is clicked.
Workspace Settings: Channels
Workspace Settings: Integrations
Related Articles
Workspace Settings: Files
Learn how to manage and store files on the respond.io platform.
Workspace Settings: Snippets
Create and manage canned responses to effortlessly reply to frequently asked questions.
Workspace Settings: Integrations
Learn about about connecting and managing all available integrations with respond.io.