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A data field is a fact about a customer’s case that matters to your business: an order number for a shop, a booking reference for a hotel, a house number for property management. Create them under AI agent → Tools → Data fields.

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A field

You can give the field a label in each chat language. A language without one shows the name. Removing a field takes it out of the handover and the AI. Values already saved stay on their tickets and contacts.

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Where fields are used

  • Handover. Under Details we ask for on a chat channel’s General tab, switch a data field on to ask for it in the handover form. Data fields are optional for the visitor, and one that’s already saved is skipped.
  • The chat AI. When a visitor gives a value for one of your fields, the AI saves it and doesn’t ask for it again. A value that doesn’t match the format isn’t saved; the AI asks the visitor to check it. What the visitor typed in the handover form is never overwritten by the AI.
  • Processes. Type @ in a process’s steps and pick a field: “Ask for the @order_number if you don’t have it yet.” The AI asks for it unless it’s already saved.
  • The ticket. The side panel lists the case’s data fields, with where each value came from. The API returns them as dataFields.
Values are customer data: they’re erased with the ticket, or with the contact when you delete a contact’s data.