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SYSTEM SETTINGSUsing labels and custom fields
Configuration guideAdmin guide

Using labels and custom fields

Group customers with labels, add information to contact profiles, and manage your catalog: edit, archive, merge, enable/disable, and delete.

ChatHub Team·9 min read

What are labels and custom fields for?#

Labels help you group records quickly, such as VIP Customer or Call Back. A contact or conversation can have multiple labels. Custom fields store structured information for each contact, such as Company, Renewal Date, or Customer Source; this information also appears beside conversations.

For example, attach Call Back to a customer who needs follow-up, then set Customer Source to Website and enter a Renewal Date in their profile. Configure the catalog in Settings first; staff can then select labels and fill in information while working with customers.

Managing the shared catalog requires permission to edit system settings. Permission to attach labels or manage contacts does not automatically allow creating, editing, or deleting catalog entries, including during CSV imports. Viewing usage and history also depends on data-reading and audit-log permissions.
Screenshots use the Vietnamese UI and dedicated sample data: label Mẫu - Cần gọi lại (Sample - Call Back), field Mẫu - Nguồn khách (Sample - Customer Source, key mau_nguon_khach), and contact Khách mẫu - Hướng dẫn nhãn. Use names that suit your work. The sample profile has no phone number, email, or linked channel.

1. Open labels and custom fields#

  1. 1

    In ChatHub, open Administration → Settings.

  2. 2

    Select the labels and custom fields tab (Nhãn & trường tùy chỉnh in Vietnamese), or open /settings?tab=data on your ChatHub domain.

  3. 3

    The labels section manages the catalog shared by conversations and contacts. The custom fields section manages additional information for contact profiles.

Figure 1. Vietnamese UI after completing the example: the sample label and field are used by one contact. Each section has its own Add label or Add field button.

2. Create and find labels#

  1. 1

    In the labels section, click Add label.

  2. 2

    Enter a name, such as Call Back, choose a color, and check the label preview.

  3. 3

    Click Add label in the dialog. On success, ChatHub displays a label-created notification and refreshes the list.

  4. 4

    Use the label search box to search by name. Filter by active, archived, unattached, or all labels; sort by name or most used.

  5. 5

    To change the name or color, click Edit on the label's row, make your changes, and save. If the name already exists, use the existing label or choose another name.

Unattached only means the label is not attached to contacts or conversations. Rules or workflows may still reference it; check usage before archiving, merging, or deleting it.
Figure 2. Enter the name, choose orange, and check the preview below. Click Add label at the bottom right to save. This Vietnamese form is shown before saving.

3. Attach labels and check usage#

  1. 1

    Open Contacts and select a profile. In its labels section, click an active label to attach it; click an attached label again to remove it. This requires contact-management permission.

  2. 2

    For a conversation, open it in Inbox and use the label picker to select an existing label. Your account needs permission to attach conversation labels.

  3. 3

    Return to Settings. Click a label's conversation/contact counts to view usage, then open a relevant record if your account has access.

  4. 4

    Also inspect dependent rules and workflows, including disabled configurations, before archiving, merging, or deleting a label.

Figure 3. After attaching the label to the sample profile, click its contact count. Usage lists Khách mẫu - Hướng dẫn nhãn; click the name to open the profile. Vietnamese UI with sample data.

4. Archive, merge, or delete labels#

Archive: click Archive on the label's row and read the confirmation details. Existing attachments remain, but the label is no longer available for new attachments. To use it again, filter by archived labels and click Restore.

  1. 1

    To combine two labels, click Merge label on the source label.

  2. 2

    Choose an active destination label and review the impact. If no suitable destination exists, close the dialog and create or restore one first.

  3. 3

    If rules or workflows still reference the source label, open those configurations and replace the label first. Do the same when dependencies block archiving or deletion.

  4. 4

    Check the source and destination before confirming. ChatHub moves attachments to the destination, removes duplicate attachments, and archives the source.

Restoring the source label does not reverse merged attachments. Deleting a label requires its exact current name and removes its attachments; conversation content and contact profiles remain. Label deletion cannot be undone. Use Archive to preserve attachment history.

5. Create a custom field#

  1. 1

    In the custom fields section, click Add field and enter a display name, such as Customer Source.

  2. 2

    Check the key generated from the name; you can edit it before creation, for example customer_source. Start with a lowercase letter, use only unaccented lowercase letters, numbers, and underscores, and enter at least 2 characters. The key cannot change after creation.

  3. 3

    Choose the data type: Text for Company; Number for Branch Count; Yes / No for Has Contract; Date for Renewal Date; or Select from list for Customer Source.

  4. 4

    For a list field, type each option and press Enter, for example Website and Referral. At least one option is required.

  5. 5

    Add input guidance for staff. Set the display order: lower numbers come first, with ties sorted by name. This order applies to profiles, the conversation panel, and CSV columns.

  6. 6

    Try the input preview, then click Add field. Check that the new field appears in the list.

Values entered in the preview are not saved to customer profiles. Yes / No fields have three states: Yes, No, and Not filled. No and the number 0 are valid values, not empty fields.
Figure 4. Sample list field: name Mẫu - Nguồn khách, key mau_nguon_khach, and options Website and Giới thiệu (Referral). Enter each option and press Enter. Vietnamese UI before saving.
Figure 5. Scroll down in the dialog: set order to 10, try Website in the input preview, then click Add field. This preview value is not saved to any contact. Vietnamese UI.

6. Fill in a contact profile#

To reproduce the example, open Contacts → Add contact, enter Khách mẫu - Hướng dẫn nhãn, and click Add contact. Search for that name and open the profile. Attach Mẫu - Cần gọi lại, select Website in Mẫu - Nguồn khách, and save using the separate Save custom fields button. Email and phone are left blank in this example.

  1. 1

    Open Contacts, select a customer profile, and find the custom fields section.

  2. 2

    Fill in enabled fields: enter text or a number, pick a date, choose Yes/No, or select a list option. Editing requires contact-management permission.

  3. 3

    Click Save custom fields and wait for the saved notification. Reopen the profile to verify the saved values.

  4. 4

    In Settings, click a field's completion statistics to view contacts using it. Internal values, if present, are reported separately and remain protected during edits or deletion.

Figure 6. In the sample profile, the orange label is attached. Select Website and click Save custom fields below. The screenshot is before saving; saving succeeded and the profile was reopened to verify persistence. Vietnamese UI.

7. Edit, disable, or delete fields#

Click Edit field to change its display name, guidance, order, or options, then save. The field key stays fixed. You can change the data type only while the field has no values. If values already exist, create a new field with the required type and consider disabling the old one.

When removing a list option that is in use, choose a replacement for each removed option. ChatHub updates the configuration and existing values together when you save. Review the mappings carefully to avoid misclassifying customers.

Disabling a field hides it from profiles and data exports while preserving existing values. Filter by disabled fields to enable it again. All, enabled, and unused filters help review the catalog; the search box appears once there are at least 5 fields and supports names, keys, and options.

Deleting a field also deletes its stored values and cannot be undone. Review the affected count and type the exact current field name before confirming. To stop using a field temporarily, disable it to preserve data.
Figure 7. After Website was saved to the sample profile, Edit field reports one value and locks the data type. The field key is also fixed. These disabled controls are expected, not a loading error. Vietnamese UI.

Change history and troubleshooting#

Users with audit-log access can open a label or field's change history to see who changed it, when, and its before/after configuration. The dialog shows up to the 50 most recent entries, starting from the version that introduced this feature. The log is not a backup for restoring deleted customer values.

  1. 1

    Cannot perform an action: wait for loading to finish, check account permissions, and read any error message. Ask an administrator to review access if needed.

  2. 2

    Label missing from the picker: check whether it is archived. Field missing from a profile: check whether it is enabled.

  3. 3

    The form says the configuration changed elsewhere: close and reopen it to load the latest version, then reapply your changes.

  4. 4

    Usage cannot load or merging is blocked: retry loading and resolve dependent rules or workflows before continuing.

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