# Custom Attributes

Custom attributes store structured information on contacts or conversations. They help teams filter, route, segment, and report on support work using business-specific data.

Use custom attributes when a value should be consistent and searchable. Use labels for quick visible classification.

## Common Uses

Contact attributes:

* Plan
* Region
* Customer tier
* Account owner
* Renewal date

Conversation attributes:

* Order number
* Issue category
* Product area
* Escalation reason
* Refund amount

## Create A Custom Attribute

Go to **Settings -> Custom Attributes**.

1. Choose whether the attribute applies to contacts or conversations.
2. Pick the correct data type.
3. Name it clearly.
4. Save it.
5. Test it in a conversation or contact profile.

Choose data types carefully. A date should be stored as a date, not free text. A number should be stored as a number if you plan to filter or compare it.

## Data Quality

Custom attributes become less useful when teams enter inconsistent values. Use dropdowns or controlled naming when possible. Document what each attribute means and who owns it.

## Using Attributes

Custom attributes can support filters, automation, routing, and reporting. For example, an enterprise tier contact can be routed to a dedicated team or measured separately in support performance reviews.

## Maintenance

Remove attributes that no one uses and merge attributes that represent the same value. Before deleting an attribute, check automations, reports, integrations, and API consumers.


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