Populating contact fields

Contact fields can be filled in by your team from the Ticket sidebar or the contact page. Because fields live on the Contact — not the Ticket — a value entered once is visible on every Conversation with that customer, on every channel.

Fill in fields from the Ticket sidebar

The fastest place to capture data is mid-conversation:

1. Open a Ticket.

2. In the Zaapi Contact Information panel, click any field to set its value.

3. Changes save automatically.

A customer mentions they run a retail business? Set Industry = Retail without leaving the chat. The next agent to speak to them — on any channel — sees it.

Fill in fields from the contact page

For bulk clean-up or updates outside a conversation:

1. Go to Contacts and click the customer (or click View contact in the Ticket sidebar).

2. Click any field to edit it. Changes save automatically.

Data that arrives on its own

Not everything needs typing in:

• Channel details — when a customer first messages you, Zaapi creates the Contact with whatever the channel provides, such as their name or phone number.

• Merging — when Conversations merge under one Contact, extra phone numbers and emails are kept as secondary phone numbers and emails. See Merging contacts.

Put the data to work

Filled-in fields are what make the Contacts page useful:

• Filter by any field to build a segment — every Newsletter Subscribed = Yes customer, every Contact owned by a specific teammate.

• Export a filtered segment for campaigns or CRM imports.

• Give context to every reply. Fields sit in the sidebar on every Ticket, so agents answer with the customer's status, history, and owner in view.

Fields only pay off if they're filled in. Keep the list short, put the most-used fields at the top (see Creating contact fields), and make capturing them part of how your team closes a Ticket.