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How-to guide

Custom fields

Store the customer details that matter to your team in consistent, structured fields instead of burying them in free-text notes.

Create a custom field

Owners and admins can open Settings → Custom Fields, then select Create Field.

  1. 01

    In Create Custom Field, enter the Name teammates should see.

  2. 02

    Choose the Type: Text, Number, URL, Date, or Select.

  3. 03

    Leave Icon (optional) empty to use the default icon.

  4. 04

    For Select, enter each choice under Options and select Add.

  5. 05

    Select Create Field to make it available on contacts.

Create Custom FieldNameTypeIcon (optional)OptionsAddCreate Field

Choose a field type

Text
Company name, account owner, or preferred language.
Number
Team size, number of locations, or licence count.
URL
Customer portal, order page, or public profile link.
Date
Renewal date, onboarding date, or next review date.
Select
Plan with controlled Options such as Free, Pro, and Business.

Add or update a contact value

  1. 01

    Open Contacts and select the customer.

  2. 02

    In the contact information card, find Custom Fields.

  3. 03

    For Text, Number, URL, or Date, select Click to add..., enter the value, then press Enter or select elsewhere. For Select, choose one of its saved options.

  4. 04

    Clear a value to remove it from that contact without deleting the field itself.

Saved values are shown under Tags & Properties in the conversation sidebar, giving teammates context while they reply. Edit the values from the contact page.

Fill fields from your website

When your website identifies a signed-in visitor with extra attributes, Sonny can create matching Custom Fields and keep their values updated. For example, your website could send a customer plan and account page alongside their name and email. The visitor identification guide includes step-by-step examples.

Edit or delete a field

In Settings → Custom Fields, select the pencil beside a field. Use the Edit Custom Field dialog, then select Save Changes.

Select the trash icon and confirm Delete custom field? with Delete. This permanently removes the field and its values from every contact and cannot be undone.

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