User attributes
Understand the default user attributes Robylon captures, create your own, and fill them automatically from the Chat SDK or a lookup API on your own system for chat, WhatsApp, email and voice.
User attributes are the fields stored on each contact, such as name, email, phone number, country or a customer tier you define. They give your AI agents and your team context about who they are talking to, and they appear in the user info panel next to every conversation.
Manage the list of attributes in Settings → Data & Developer → User Attributes. Choose how attributes are filled for each channel in Settings → General → People.
Which user attributes does Robylon capture automatically?
Every workspace has a set of default attributes, most of them marked Default and System Generated. Robylon fills them in for you.
| Attribute | Key | Type | Where the value comes from |
|---|---|---|---|
| Client User ID | client_user_id |
Text | The ID your website or app passes for a logged-in customer |
| Phone Number | phone_number |
Text | Phone calls and WhatsApp conversations |
| Email ID | email |
Text | Your customer lookup API, ticket systems, or the chatbot |
| Customer name | customer_name |
Text | Your customer lookup API, helpdesks such as Freshdesk, or logged-in chatbot users |
| Connected Agent | assigned_agent |
Dropdown | The agent assigned to the customer for sticky assignment, set when an agent handles their chat and editable by hand |
| Email ID domain | email_domain |
Text | The domain part of the email address |
| First contacted | first_contacted_at |
Date | The customer’s first conversation on any channel |
| Last contacted | last_contacted_at |
Date | The customer’s latest conversation on any channel |
| Browser | browser |
Text | The Chatbot SDK |
| Browser version | browser_version |
Text | The Chatbot SDK |
| Country | country |
Text | The customer’s IP address, via the Chatbot SDK |
| Region | region |
Text | The customer’s IP address, via the Chatbot SDK |
| City | city |
Text | The customer’s IP address, via the Chatbot SDK |
| OS | os |
Text | The customer’s device, via the Chatbot SDK |
| Total conversations | total_conversations |
Number | Conversations the customer started on any channel. Only counts conversations where the customer sent a message, so missed calls and outbound messages are excluded. |
| Channels interacted | channels |
Text | Every channel the customer has used, such as chatbot, WhatsApp, voice or email |
| IP Address | ip_address |
Text | The customer’s connection during chatbot conversations or voice calls |
How do I create a custom user attribute?
Click Add an Attribute, fill in the fields and save.
Open User Attributes
Go to Settings → Data & Developer → User Attributes and click Add an Attribute.
Name and describe it
Enter a Name, for example “Loyalty tier”. Robylon creates the attribute’s key from the name in lowercase with underscores (loyalty_tier). Add a Description so your team and your AI agents know what it holds.
Choose a type
Under Type of Attribute, pick Text, Number or Dropdown. For a dropdown, add the values customers can have.
Choose who sees and edits it
Switch on Editable by Human Agents? to let agents change the value from the inbox. Switch on Display it in User Info Panel? to show it next to conversations.
Save
Click Save. The attribute now appears on every contact, empty until a value is captured.
Attribute names must be unique in your workspace. If two names would give the same key, Robylon adds a number to the second one (loyalty_tier_1).
To change a custom attribute, click its row in the list. You can also delete a custom attribute from its row. Attributes marked Default cannot be edited or deleted.
How do user attributes get filled in for each channel?
In Settings → General → People, under User Attributes Per Channel, each channel can look up the customer in your own system and save what it finds as user attributes.
| Channel | How the customer is identified | Input variables for the lookup |
|---|---|---|
| Robylon Chat | Details passed by the Chat SDK when the widget starts | {chat_email}, {chat_client_user_id}, {chat_name}, {chat_phone_number} |
| The phone number on the incoming message | {wa_phone_number} (E.164 format), {wa_profile_name}, {wa_message_text}, {wa_message_id} |
|
| The sender’s email address on the incoming email | {email_from}, {email_from_name}, {email_subject}, {email_message_id} |
|
| Voice | The caller’s phone number on an incoming call | {caller_phone_number} (E.164 format) |
A channel shows Set up until it has a lookup, and Configured once it does. WhatsApp shows Connect until you connect WhatsApp.
For the chatbot you can also skip the lookup: pass attributes straight from your website through the Chat SDK. Send an api_key, an optional user_id and a user_profile object when the widget loads, and the values are attached to the contact when the conversation starts. The SDK works with React, plain JavaScript and no-code platforms such as Wix, Squarespace, WordPress and Google Tag Manager. See chatbot installation.
How do I set up a lookup API?
Point Robylon at an endpoint in your system that returns customer details, then map the response to user attributes.
Open the channel
Go to Settings → General → People and click Set up (or Edit) next to the channel.
Configure the lookup API
Under Configure The Lookup API, choose the Method (GET, the default, or POST, PUT, PATCH or DELETE) and enter the API URL. Use {variable_name} placeholders to insert an input variable, for example https://api.example.com/customers?email={chat_email}. Add any Headers, Params or Body your API needs.
Test the API
Click Test API to call your endpoint and see the response.
Map the response
Under Map The Response To User Info, click Add mapping. Enter the Path to a value in the response (for example response.user_id) and choose the user attribute to Save To User Info. Add one mapping per attribute. A channel counts as configured once it has at least one mapping.
Save
Click Save.
Store API keys for your endpoint in credentials rather than pasting them into headers in plain text.
The lookup runs when a customer reaches you on that channel: when the chatbot starts with Chat SDK details, and on incoming WhatsApp messages, emails and calls. Robylon reuses a customer’s result for up to 6 hours, so your API is not called for every message. If the call fails, Robylon tries again after about 15 minutes.
How are user attributes used?
- In the inbox: attributes marked Display it in User Info Panel? show next to each conversation, so agents see who they are talking to without asking. See the inbox panel.
- By workflows: a workflow’s Update User Info action writes a value to a user attribute, so details learned in one conversation are kept for the next. See variables.
- For merging contacts: Client User ID, email and phone number are the identifiers Robylon uses to merge duplicate contacts.
- In reports: chat and ticket reports include user details for each conversation.
- In AI agents and workflows: AI agents and workflows can read a customer’s attribute values, for example to personalise a reply or to route a premium customer to your team.