Add custom attributes to contacts and conversations

Custom attributes are your own fields for storing business-specific data on contacts and conversations — a subscription plan, an order ID, a region, a lifetime value, anything you need. Once defined, you can filter, segment, and automate on them.

Contact vs. conversation attributes

• Contact attributes describe the person and stay with them across every conversation — for example Plan, Company size, or Customer since.
• Conversation attributes describe a single conversation — for example Order ID, Priority, or Refund amount.

Define a custom attribute

1. Go to Settings > Custom Attributes at app.messello.com.
2. Click Add custom attribute.
3. Choose whether it applies to a Contact or a Conversation.
4. Enter a display name (for example, Plan). Messello generates a key automatically.
5. Pick a type: text, number, link, date, list, or checkbox.
6. For a list type, enter the allowed values (for example, Free, Pro, Enterprise).
7. Save.

Fill in a value

Open any contact or conversation and find the Conversation actions or Contact attributes panel in the sidebar. Your custom fields appear there — type or select a value and it saves instantly.

You can also set values automatically with automation rules so agents never have to enter them by hand.

Use attributes in filters and segments

Custom attributes become filter options everywhere. In Contacts, filter by Plan is Enterprise to build a segment. In your conversation views, filter by Priority is High to triage faster.

1. Click Filter in Contacts or in a conversation view.
2. Select your custom attribute from the list.
3. Choose an operator and value, then save it as a reusable segment or view.

Use attributes in automation

Automation rules can both read and write custom attributes. For example:

• When a conversation is created and Plan is Enterprise, assign it to your priority team.
• When an email mentions a refund, set the Priority attribute to High.
• Route conversations by Region to the right agent group.

Tips

• Use list types for fields with fixed options — it keeps data clean and filters reliable.
• Name attributes clearly so every agent knows what to enter.
• Set attributes automatically with rules to keep your CRM accurate. See manage contacts.
• Review filled-in attributes alongside the full contact history for context before replying.