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Every contact comes with a name, email, and phone number. But your business probably cares about more: which plan they’re on, the city they’re in, their company size, a booking reference. Custom fields let you add exactly those, and — just as important — let your agent collect them automatically while it chats. Open your agent and choose CRM → Settings in the sidebar to manage fields. The page is titled Fields, with the subtitle “Manage custom fields for your contacts. These fields can be used to capture additional information.”
The Fields screen is desktop only. On a small screen you’ll see a “Desktop Only” message asking you to switch to a larger display.

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Prerequisites

  • An agent (see Create an agent).
  • A team member with access to the agent’s CRM.

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Add a field

1

Open Fields

Go to CRM → Settings and select Add Field. With none yet, the page reads “No custom fields yet.”
CRM Fields screen with the Add Field button and custom fields listed
2

Name and describe it

In the Add Field dialog, enter a Field Name (up to 50 characters) and an optional Description.
3

Pick a field type

Choose a Field Type (see the table below). Depending on the type, you’ll set extra options — a Max Length for text, Min Value / Max Value for numbers, or Options (one per line) for dropdowns and radio buttons. You can also set a Default Value.
Add Field dialog showing the Field Type dropdown and conditional options
4

Set behavior

Optionally turn on Make this field mandatory and Allow this field for AI (see below). Save the field.
Prefer a head start? The Fields panel offers Suggested Fields like City, First Name, Last Name, Mobile Number, and Role — add one with a click.

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Field types

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What the columns mean

On the Fields table you’ll see: You can also copy a field’s ID, edit it, delete it, or reorder fields by dragging — the order here is the order they appear on the contact form.

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Allow for AI

This is what makes custom fields powerful. When Allow for AI is on, your agent can read and capture that field during a conversation — so if a visitor mentions their city or company, the agent records it on their contact automatically. Fields with AI access turned off are still useful for your team to fill in manually, but the agent won’t touch them.
Turn on Allow for AI for the few fields you most want from every lead (company, city, the product they’re interested in). Keep it off for sensitive or internal-only fields you’d rather fill in yourself.

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Encrypted fields

Field encryption is available on Medical Agents only. On other agents you won’t see the encryption option or the Encrypted column.
For sensitive information, you can encrypt a custom field so its values are stored encrypted at rest. See Data encryption for the full picture of what it does and doesn’t do. Before you turn it on:
  • It protects data at rest — it isn’t access control. Encrypted values are decrypted automatically when your team opens the contact, so encryption doesn’t hide a value from people who can already view that contact. It guards the stored data, not who can read it.
  • Custom fields only. The standard Name, Email, and Phone fields can’t be encrypted.
  • It applies going forward. Values saved after you enable encryption are encrypted; values already stored aren’t retroactively encrypted.
Encryption is one-way to turn on. Once you enable it for a field, all values saved going forward are encrypted at rest and this toggle cannot be turned off. Enable it deliberately.

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Use cases

  • Lead qualification — add Company, Team size, and Budget fields with Allow for AI on, and let the agent qualify leads as it talks to them.
  • Booking context — capture a Preferred date or Service so follow-up is faster.
  • Segmentation — a City or Plan dropdown lets you sort and filter your contacts later.

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Troubleshooting

Confirm the field has Allow for AI enabled. The agent only fills in fields that are AI-enabled, and it needs the visitor to actually mention the information in chat.
That’s expected. Once enabled, field encryption can’t be disabled. If you no longer need the field, delete it and create a new, unencrypted one.
Field management is available on desktop only. Open the agent on a larger screen to add or edit fields.

Contacts

See your custom fields in action on a contact record.

Forms

Build forms that collect structured information from contacts.

Automations

Auto-assign owners and stages to new contacts.

Data encryption

What encrypting a field protects — and what it doesn’t.

CRM overview

How the pieces of the CRM fit together.