Contacts
Custom Fields
Store the contact data your business needs that RateUp does not have by default.
Custom fields extend the contact record with data specific to your business — a membership number, a vehicle registration, a dietary requirement, a renewal date.
Creating a Field
Click Add Custom Field.
Give it a clear name — this is what your team sees on every contact record.
Choose the field type.
Save. The field appears on every contact.
Use Edit Custom Field to change one later.
Where Custom Fields Appear
| Location | Use |
|---|---|
| Contact record | Viewing and editing the value |
| Ticket Details panel | Agents see it while replying |
| Contact filters | Segmenting on the value |
| Import | Populating in bulk |
Custom Fields vs Labels
The choice is about what kind of thing you are storing:
| Custom fields | Labels | |
|---|---|---|
| Store | A value — a number, a date, text | A yes/no trait |
| Example | Membership number: 4471 | VIP |
| Visible in the Inbox list | No | Yes |
If the answer is "yes or no", use a label. If the answer is "which one" or "how much", use a custom field.
Designing Fields Well
Every field you add is a field someone has to fill in. Fields that are half-populated are worse than no field, because nobody trusts them.
- Add a field only when you know what you will do with the data
- Name it so its meaning is obvious to someone who joined last week
- Populate existing contacts by import rather than by hand
- Review yearly and remove fields nobody fills in
Related Pages
- Managing Contacts — importing values in bulk
- Labels
- Ticket Details