Contact Info Fields
What is it?
Info Fields are the custom attributes you define for your organization — things like email, language, or an order number. They store structured data either on a contact (kept across every conversation) or on a single conversation. Define a field once and everyone reads the same thing: agents in Inbox, your campaigns, and your bots in Flow Builder.
Who can use it
Info Fields are managed by organization admins under Contacts → Info Fields. Managers and agents don't create fields here — they fill in values from Inbox.
Key concepts
- Field name — the label people see (for example Order number or Email).
- Scope — where the value lives:
- Contact — stored on the contact profile and kept across all conversations (for example name, email, phone).
- Conversation — stored only on the current conversation. The same person can have a different value in another conversation.
- Format — the value type:
- Text — free-form text (names, addresses, IDs as text).
- Numeric — numbers only (quantities, numeric IDs).
- Date — dates (appointments, deadlines).
- Boolean (Yes/No) — true or false (VIP, subscribed).
- Description — explains what the field is for, so agents and AI capture the right value.
- AI Data Capture — when it's enabled for your organization, AI can fill the field automatically. If it's off, only people can fill it. See the AI Data Capture article for details.
Open Info Fields
- In the sidebar, open Contacts.
- Click Info Fields.
Create an info field
- Click Create info field.
- Fill in the fields:
- Field Name (required) — for example Order number.
- Scope (required) — Contact or Conversation.
- Format (required) — Text, Numeric, Date, or Boolean (Yes/No).
- Description (required) — for example Order ID the customer refers to during the conversation.
- AI Data Capture (optional) — turn on if AI should fill this field automatically.
- Click Create field. You'll see a notification confirming that the Info field has been created.
Important: Scope and Format can't be changed after a field is created — choose them carefully. If AI Data Capture is greyed out, it isn't enabled for your organization yet; it's a request-access feature enabled by Hubtype (see the AI Data Capture article to request it).
Edit an info field
- In the table, click Edit on the field.
- Change the Field Name, Description, and AI Data Capture. Scope and Format stay locked.
- Click Save.
Delete an info field
- Click Delete on the field.
- Read the warning, then click Delete info field, or Cancel.
Good to know: Values already saved under a deleted field aren't removed. If you later create a field with the same name, those values are linked again — so to rename a field, edit it rather than deleting and recreating it.
Where Info Fields appear
Contacts → List: See Contact-scoped values in Contact data, edit them in Edit Contact, and filter with Filter by contact field.
Inbox → Contact info panel: Agents see Contact data and Conversation data on the case and fill values during a conversation.
Conversations -> Conversations details: Agents can see Contact data and Conversation data on the conversation explorer.
Campaigns: Target an audience with the same contact-field filters.
Flow Builder: Use active fields as variables: session.user.contact_info.{field_name}.
Import / Export: Each active field becomes a contact_field.{field_name} column.
Recommended field setup
Use Contact scope for data that should follow the person — email, language, customer type, VIP / subscribed.
Use Conversation scope for data that belongs to one case — order number, ticket reason for this visit, appointment date for this request.
Best practices
- Write a clear Description — agents and AI Data Capture use it to decide what to store.
- Create fields before a Contacts import so the template includes the columns.
- Don't delete a field just to rename it — edit the name instead, so existing values stay attached.
- If you delete a field by mistake, create it again with the same name to reconnect previous values.
FAQ
Can I change a field's Scope or Format later?
No — both are locked once the field is created. If you need a different scope or format, create a new field.
What's the difference between Contact and Conversation scope?
Contact-scoped values follow the person across every conversation; Conversation-scoped values belong only to the current case, so the same person can have different values in different conversations.
If I delete a field, do I lose the data?
No. Values already saved aren't deleted, and recreating a field with the same name relinks them.
Why is AI Data Capture greyed out?
It isn't enabled for your organization yet. AI Data Capture is a request-access feature that Hubtype enables — see the AI Data Capture article to request it.