Custom Attributes

Custom attributes allow you to store additional information about contacts and conversations beyond the standard fields. You can use custom attributes to track user properties, conversation metadata, or any business-specific data.

Overview

Chatwoot supports two types of custom attributes:

Contact Attributes: Store information about contacts (users/customers)
Conversation Attributes: Store information about specific conversations

Source: app/models/custom_attribute_definition.rb:42

Custom Attribute Types

Chatwoot supports the following display types for custom attributes:

Type	Value	Description	Example
Text	`0`	Plain text input	”Premium Plan”
Number	`1`	Numeric values	`42`
Currency	`2`	Monetary values	`99.99`
Percent	`3`	Percentage values	`85`
Link	`4`	URLs	`https://example.com`
Date	`5`	Date values	`2026-03-04`
List	`6`	Dropdown selection	One of predefined values
Checkbox	`7`	Boolean toggle	`true` or `false`

Source: app/models/custom_attribute_definition.rb:43

Creating Custom Attribute Definitions

Before you can set custom attributes, you must create attribute definitions that specify the attribute schema.

Via API

POST /api/v1/accounts/{account_id}/custom_attribute_definitions
Content-Type: application/json

{
  "attribute_display_name": "Subscription Plan",
  "attribute_key": "subscription_plan",
  "attribute_display_type": 0,
  "attribute_model": 1,
  "attribute_description": "Customer's current subscription tier",
  "attribute_values": []
}

Parameters

attribute_display_name (required): Human-readable name shown in the UI
attribute_key (required): Unique identifier for the attribute (used in API calls)
attribute_display_type (required): Display type (0-7, see table above)
attribute_model (required): 0 for conversation, 1 for contact
attribute_description: Optional description for the attribute
attribute_values: Array of allowed values (required for list type)
regex_pattern: Optional validation pattern
regex_cue: Optional hint for regex validation

Source: app/controllers/api/v1/accounts/custom_attribute_definitions_controller.rb:36-45

Example: List Type Attribute

{
  "attribute_display_name": "Customer Type",
  "attribute_key": "customer_type",
  "attribute_display_type": 6,
  "attribute_model": 1,
  "attribute_values": ["Individual", "Business", "Enterprise"],
  "attribute_description": "Type of customer account"
}

Example: Date Type Attribute

{
  "attribute_display_name": "Trial End Date",
  "attribute_key": "trial_end_date",
  "attribute_display_type": 5,
  "attribute_model": 1,
  "attribute_description": "Date when the free trial ends"
}

Standard Attributes

Certain attribute keys are reserved and cannot be used for custom attributes:

Contact Standard Attributes

name
email
phone_number
identifier
country_code
city
created_at
last_activity_at
referer
blocked

Conversation Standard Attributes

status
priority
assignee_id
inbox_id
team_id
display_id
campaign_id
labels
browser_language
country_code
referer
created_at
last_activity_at

Source: app/models/custom_attribute_definition.rb:25-29

Setting Custom Attributes

window.$chatwoot.setCustomAttributes({
  subscription_plan: 'premium',
  account_value: 5000,
  signup_date: '2026-01-15',
  is_verified: true
});

For Contacts (via API)

PUT /api/v1/accounts/{account_id}/contacts/{contact_id}
Content-Type: application/json

{
  "custom_attributes": {
    "subscription_plan": "premium",
    "account_value": 5000,
    "signup_date": "2026-01-15",
    "is_verified": true
  }
}

window.$chatwoot.setConversationCustomAttributes({
  order_id: 'ORD-12345',
  order_total: 299.99,
  product_category: 'electronics',
  requires_technical_support: true
});

For Conversations (via API)

POST /api/v1/accounts/{account_id}/conversations/{conversation_id}/custom_attributes
Content-Type: application/json

{
  "custom_attributes": {
    "order_id": "ORD-12345",
    "order_total": 299.99,
    "product_category": "electronics"
  }
}

Deleting Custom Attributes

// Delete a single custom attribute
window.$chatwoot.deleteCustomAttribute('subscription_plan');

Source: app/javascript/entrypoints/sdk.js:147-154

// Delete a single conversation custom attribute
window.$chatwoot.deleteConversationCustomAttribute('order_id');

Source: app/javascript/entrypoints/sdk.js:167-174

Retrieving Custom Attributes

Custom attributes are included in API responses for contacts and conversations:

Contact Response

{
  "id": 101,
  "name": "John Doe",
  "email": "[email protected]",
  "custom_attributes": {
    "subscription_plan": "premium",
    "account_value": 5000,
    "signup_date": "2026-01-15",
    "is_verified": true
  }
}

Conversation Response

{
  "id": 5678,
  "status": "open",
  "custom_attributes": {
    "order_id": "ORD-12345",
    "order_total": 299.99,
    "product_category": "electronics",
    "requires_technical_support": true
  }
}

Using Custom Attributes in Webhooks

Custom attributes are automatically included in webhook payloads:

{
  "event": "conversation_status_changed",
  "id": 5678,
  "custom_attributes": {
    "order_id": "ORD-12345",
    "product_category": "electronics"
  },
  "meta": {
    "sender": {
      "custom_attributes": {
        "subscription_plan": "premium",
        "account_value": 5000
      }
    }
  }
}

Pre-chat Form Custom Fields

Custom attributes can be collected via the pre-chat form in the widget. When you create or update contact attributes, they automatically sync to inbox pre-chat forms. Source: app/models/custom_attribute_definition.rb:46-57

Validation

Regex Validation

You can enforce validation rules using regex patterns:

{
  "attribute_display_name": "Employee ID",
  "attribute_key": "employee_id",
  "attribute_display_type": 0,
  "attribute_model": 1,
  "regex_pattern": "^EMP-\\d{6}$",
  "regex_cue": "Format: EMP-123456"
}

Required Values for List Type

For list type attributes, you must provide the allowed values:

{
  "attribute_display_name": "Priority Level",
  "attribute_key": "priority_level",
  "attribute_display_type": 6,
  "attribute_model": 0,
  "attribute_values": ["Low", "Medium", "High", "Urgent"]
}

Managing Custom Attribute Definitions

List All Definitions

GET /api/v1/accounts/{account_id}/custom_attribute_definitions
  ?attribute_model=1  # 0 for conversation, 1 for contact

Get Single Definition

GET /api/v1/accounts/{account_id}/custom_attribute_definitions/{id}

Update Definition

PATCH /api/v1/accounts/{account_id}/custom_attribute_definitions/{id}
Content-Type: application/json

{
  "attribute_display_name": "Updated Name",
  "attribute_description": "Updated description"
}

Delete Definition

DELETE /api/v1/accounts/{account_id}/custom_attribute_definitions/{id}

Deleting a custom attribute definition will also delete all values stored for that attribute across all contacts or conversations.

Use Cases

E-commerce Integration

// Track order details in conversation
window.$chatwoot.setConversationCustomAttributes({
  order_id: 'ORD-12345',
  order_total: 299.99,
  order_status: 'shipped',
  tracking_number: '1Z999AA10123456784'
});

// Track customer lifetime value
window.$chatwoot.setCustomAttributes({
  total_orders: 12,
  lifetime_value: 3499.88,
  last_purchase_date: '2026-02-28'
});

SaaS Application

// Track subscription and usage
window.$chatwoot.setCustomAttributes({
  subscription_plan: 'business',
  monthly_spend: 299,
  trial_end_date: '2026-03-15',
  feature_flags: ['advanced_analytics', 'api_access'],
  usage_quota: 75
});

Support Ticketing

// Track ticket metadata
window.$chatwoot.setConversationCustomAttributes({
  ticket_type: 'technical_support',
  severity: 'high',
  affected_product: 'mobile_app',
  version: '2.4.1',
  environment: 'production'
});

Lead Qualification

// Qualify leads with custom attributes
window.$chatwoot.setCustomAttributes({
  company_size: '50-200',
  industry: 'technology',
  budget_range: '10k-50k',
  decision_maker: true,
  timeline: 'this_quarter'
});

Best Practices

Use semantic keys: Choose descriptive attribute_key values (e.g., subscription_plan not sp1)
Document your attributes: Add meaningful descriptions to help team members understand usage
Choose appropriate types: Use the correct display type for better UI rendering and validation
Limit attribute count: Too many custom attributes can impact performance
Use list types: For predefined values, use list type instead of free text
Validate input: Use regex patterns to enforce data quality
Consider privacy: Don’t store sensitive data like passwords or credit card numbers
Plan for scale: Custom attributes are stored as JSONB, so keep values reasonably sized

Limitations

Custom attribute keys must be unique per account and attribute model
Keys cannot conflict with standard attribute names
Maximum JSONB size depends on your PostgreSQL configuration (typically 1GB)
Attribute values are not encrypted by default
Regex validation is only enforced in the UI, not via API

Webhooks - Custom attributes are included in webhook payloads
Widget SDK - Set custom attributes from your website
API Reference - Custom attribute API endpoints

API Reference

Integrations

Advanced

​Overview

​Custom Attribute Types

​Creating Custom Attribute Definitions

​Via API

​Parameters

​Example: List Type Attribute

​Example: Date Type Attribute

​Standard Attributes

​Contact Standard Attributes

​Conversation Standard Attributes

​Setting Custom Attributes

​For Contacts (via Widget SDK)

​For Contacts (via API)

​For Conversations (via Widget SDK)

​For Conversations (via API)

​Deleting Custom Attributes

​For Contacts (via Widget SDK)

​For Conversations (via Widget SDK)

​Retrieving Custom Attributes

​Contact Response

​Conversation Response

​Using Custom Attributes in Webhooks

​Pre-chat Form Custom Fields

​Validation

​Regex Validation

​Required Values for List Type

​Managing Custom Attribute Definitions

​List All Definitions

​Get Single Definition

​Update Definition

​Delete Definition

​Use Cases

​E-commerce Integration

​SaaS Application

​Support Ticketing

​Lead Qualification

​Best Practices

​Limitations

​Related Resources

Build docs developers (and LLMs) love

Overview

Custom Attribute Types

Creating Custom Attribute Definitions

Via API

Parameters

Example: List Type Attribute

Example: Date Type Attribute

Standard Attributes

Contact Standard Attributes

Conversation Standard Attributes

Setting Custom Attributes

For Contacts (via Widget SDK)

For Contacts (via API)

For Conversations (via Widget SDK)

For Conversations (via API)

Deleting Custom Attributes

For Contacts (via Widget SDK)

For Conversations (via Widget SDK)

Retrieving Custom Attributes

Contact Response

Conversation Response

Using Custom Attributes in Webhooks

Pre-chat Form Custom Fields

Validation

Regex Validation

Required Values for List Type

Managing Custom Attribute Definitions

List All Definitions

Get Single Definition

Update Definition

Delete Definition

Use Cases

E-commerce Integration

SaaS Application

Support Ticketing

Lead Qualification

Best Practices

Limitations

Related Resources