Update Customer Fields
The Update Customer Fields action allows chatbot builders to automatically store, update, or modify customer information during a conversation.
This utility action helps businesses maintain accurate customer records by updating fields such as tags, status, preferences, or other customer attributes based on chatbot interactions.
The walkthrough demonstrates configuring customer field updates by setting the action name, selecting a customer field, assigning a static value, and publishing the workflow live.
When to Use Update Customer Fields
Use the Update Customer Fields action when the chatbot needs to update customer information automatically during a workflow.
Common Use Cases
Assigning customer tags
Updating customer status
Marking qualified leads
Categorizing users based on responses
Updating customer preferences
Tracking campaign participation
Example Interaction
Bot: Thank you for registering for our webinar! System Action: Tag Added → Webinar_Registered
The chatbot automatically updates the customer profile during the conversation.
How to Add Update Customer Fields
Follow these steps to add the Update Customer Fields action to your bot workflow.
Open Bot Builder
Drag the output connector from the previous action
Open the Utilities tab
Select Update Customer Fields
Enter the action name
Select the customer field to update
Configure the field value
Click Create
Click Publish to deploy the changes
Update Customer Fields Configuration
When configuring the Update Customer Fields action, several fields must be completed.
Action Name
The Action Name identifies the utility action inside the bot workflow.
This name is visible only within the bot builder.
Example
Update Customer Tags Mark Qualified Lead Assign Campaign Tag
The walkthrough demonstrates entering a custom name in the Action Name field before saving the action.
Customer Field Selection
The Customer Field dropdown allows you to select which customer field should be updated.
Example Fields
Tags
Customer Status
Customer Type
Preferences
The walkthrough specifically shows selecting:
Tags
from the dropdown menu to define which field should be updated.
Selecting the Correct Field
If the selected field does not match your requirement:
Open the dropdown menu again.
Select a different customer field.
Continue configuring the action.
This allows flexibility when updating different customer attributes during workflows.
Dynamic Value Toggle
The Dynamic Value toggle determines whether the field value should be:
Dynamically generated from variables or
Manually assigned as a static value
Using Static Values
To assign a fixed value:
Disable the Dynamic Value toggle.
Select or enter a static value manually.
The walkthrough demonstrates disabling the toggle to use a predefined static value instead.
Selecting Tag Values
After selecting the customer field:
Open the value dropdown.
Select the required tag or field value.
Example
Interested_Lead Premium_Customer Webinar_Registered
The selected value will automatically update the customer profile during the conversation.
Creating the Action
After configuring the field settings:
Click the Create button.
Save the customer field update configuration.
The workflow will now include the Update Customer Fields node.
Workflow Behavior
Once triggered, the Update Customer Fields action:
Updates customer information automatically
Assigns tags or field values
Modifies customer profiles in real time
Helps segment and organize contacts
The walkthrough specifically notes:
Update Customer Fields is used to store or modify customer information during a conversation.
Publishing the Bot Changes
After configuring the action:
Review the workflow setup.
Click the Publish button.
Deploy the updated bot actions to production.
Publishing ensures the updated customer field logic becomes active for live conversations.
Example Workflow
Example Chatbot Workflow
Ask User Interest ↓ Update Customer Fields ↓ Assign Tag → Interested_Lead
Example Interaction
Bot: Are you interested in our premium plan? User: Yes System Action: Customer Tag Updated → Interested_Lead
The chatbot automatically updates the customer profile based on the user response.
Best Practices
Follow these recommendations when using Update Customer Fields.
Use meaningful action names
Clearly identify what customer information is being updated.
Keep customer data organized
Use structured tags and naming conventions.
Use static values carefully
Ensure predefined values match your workflow requirements.
Use dynamic values when needed
Use variables when customer data changes dynamically.
Publish changes after updates
Always publish the bot after modifying customer field actions.
Summary
The Update Customer Fields action allows chatbot builders to automatically store and modify customer information during conversations.
With Update Customer Fields, you can:
Update customer tags and attributes
Organize customer profiles automatically
Segment users during chatbot interactions
Apply static or dynamic field values
Improve customer data management workflows
This utility action helps businesses maintain accurate customer records and automate customer segmentation within chatbot workflows.
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