Update contact fields

Collect confirmed information and save it to the same customer record shown in Contacts and the conversation panel.

How it works

1. 01

   When to use

   When to use. The customer provides or corrects a stable fact, such as their email, phone number, school branch or student grade.

2. 02

   Set up fields

   Set up fields. Add the skill and select each field the agent can read and update. Create additional Contact fields in Settings → Custom Attributes; reopen the editor to load them.

3. 03

   Use variables

   Use variables. Type $ or click the $ button and search by display name or key. Select a variable to link the current value. @ is reserved for targets and knowledge references.

4. 04

   Example instruction

   Example instruction. Ask for the school branch if it is missing. Save the branch only after the customer confirms it. Keep the existing value until a correction is confirmed. Use the $School branch variable from the picker where current context is needed.

5. 05

   What happens

   What happens. The application validates the field type and permission, saves the contact, and updates Contacts and the conversation customer card. A variable is context, not a command to write the field.

6. 06

   Limitations

   Limitations. Empty values, zero and false are different. Never invent data, change a technical field key, or expose information from another contact. Removing field permission makes references to it unavailable.

What to verify