Skip to main content
A contact record has three layers: the built-in fields everybody gets, the custom fields your workspace defines, and tags.

​
Built-in fields

Editable on the contact drawer’s Overview tab. Click a field, type, and it saves on its own. Everything under Identity and origin is read-only — it records how this person reached you and cannot be edited after the fact.

​
Phone numbers

Numbers are stored in international format so the same person looks the same whether they messaged you on WhatsApp, filled in a form or arrived in a CSV. A number typed without a country code picks up the workspace’s default country; the Add contact form shows what will actually be saved before you commit to it. Set the default under Settings → Fields & tags → Phone number format. Only admins can change it, but everyone can see which country their typed numbers are being resolved against.

​
The address

The address is an ordinary CRM field — it sits beside the name and the company, and it means something to a business that will never sell a product. A clinic, an agency and a service business all use it. Pincode is asked for before state on purpose: in India the pincode implies the state.
The newest address wins. A connected store’s checkout writes an address too, and so does anything else that learns one. Whichever address was set most recently is the one kept — so a correction you typed yesterday is not overwritten by an old order arriving late. The drawer shows “Address last changed …” under the block.
An address is only recorded when there is a street line. A digital order that carries nothing but a country is not an address, and storing it would make the contact look reachable by post when they are not.

​
Custom fields

Custom fields are defined once for the workspace and appear on every contact straight away. They are free text. Manage them from Settings → Fields & tags, or from Custom fields on the Contacts page. Both are admin-only.
1

Add a field

Type the name — “Lead source”, “Policy number” — and click Add. Names have to be unique.
2

Rename it

Click the name in the list and edit it in place. Renaming keeps every stored value.
3

Delete it

The confirmation says what it costs: deleting a field also removes its stored value on every contact, and cannot be undone.
Values are filled in per contact on the drawer’s Fields tab. Fill in what you need and click Save custom fields. Custom fields can also be used as rules in a dynamic segment, and referenced from an automation.

​
Tags

A tag is a fact about one person — vip, refunded, newsletter. Use them to group and filter; use segments when you want a named audience with a purpose. Create them under Settings → Fields & tags → Tags: type a name (up to 40 characters), pick one of the preset colours, and click Add tag. Tags are workspace-wide. Deleting a tag removes it from every contact and cannot be undone.

​
Where tags are applied

  • The contact drawer’s Labels tab — every tag in the workspace as a chip you switch on or off.
  • The Add contact form.
  • A tags column in a CSV import. Existing tag names are matched; creating a tag that does not exist yet needs an admin.
  • The Add tag and Remove tag automation steps, and the Tag contact flow node.
  • The public API.

​
Where tags are used

  • Filtering the Contacts list and the Inbox conversation list.
  • As the audience, or part of it, for a broadcast.
  • As a rule in a dynamic segment.
  • As the Tag added automation trigger.