The Update Contact fields action updates Contact details (name, phone number, budget, etc.) automatically based on information collected during the conversation. This is especially useful for keeping your Contact’s data up to date, so agents can focus on meaningful interactions instead of admin work.
You can also mention Contact field names in your instructions to improve accuracy and ensure data is saved in the right place. For example:
- If the Contact provided their budget, save it as Budget field.When to use
For lead qualification, customer onboarding, or booking appointments.
Best practices
Clearly provide AI Agent with instructions to ask the customer for specific details (e.g., “Could you share your preferred email address?”).
Train your AI Agent with knowledge sources so it gives accurate, context-specific answers when replying to Contacts.
Limitations
AI Agents cannot detect when a Contact field update fails. If the field name is unclear, misspelled, or doesn’t exist, the update simply won’t happen, and the AI won’t know it failed. To avoid this, always use the exact field name or field ID in your instructions.
AI Agents cannot create or delete Contact fields. They can only update fields that already exist in your workspace. If you need new fields or structural changes, create them manually before referencing them in your AI Agent instructions.
FAQ and Troubleshooting
What happens if my AI Agent updates the wrong a Contact field?
You can manually correct the field from the Inbox module or adjust the AI Agent instructions to clarify field updates.
Can AI Agent update multiple Contact fields at once?
Yes, but only if your instructions clearly specify each field name or field ID (recommended). For example:
Collect phone number and save as phone.Collect their country of residence and save as countryCode.
Can AI Agent handle custom Contact fields?
Yes, as long as you specify the exact field name or field ID in your instructions.
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