Custom Attributes

Custom attributes let you extend customer profiles with your own fields beyond the built-in name, email, and phone number. Use them to store business-specific data — like customer tier, product interest, or account type — and then filter, segment, and target customers based on those values.

What Are Custom Attributes?

Every customer in Orki has standard fields (name, email, phone, language, country, tags). Custom attributes add your own fields to every customer profile, tailored to your business needs. For example:

A tier attribute to classify customers as bronze, silver, gold, or platinum
An interest attribute to track what product or service they're interested in
A companySize attribute to store the number of employees

Once created, custom attributes appear on the customer profile, are available in filters and segments, and are accessible to AI agents during conversations.

Creating Attributes

Navigate to Settings > Customer Attributes to create and manage custom attributes.

To create a new attribute:

Click Add Attribute
Enter a descriptive name (this is the key the AI agent sees)
Choose the data type
For Enum types, define the list of allowed values
Save

Data Types

Data Type	Description	Example Values
Text	Free-form string	`"Interested in Pro plan"`, `"Muscat branch"`
Number	Numeric value (integer or decimal)	`500`, `3.5`, `12000`
Date	Date value	`2026-01-15`
Enum	One value from a predefined list	`"gold"` from `[bronze, silver, gold, platinum]`
Boolean	True or false	`true`, `false`
Array	List of values	`["electronics", "home", "garden"]`

Enum Attributes

Enum attributes are especially powerful because they restrict values to a predefined list. This ensures data consistency and makes the attribute reliable for filtering and AI usage.

Example enum attributes:

Attribute Name	Allowed Values
`tier`	bronze, silver, gold, platinum
`status`	lead, prospect, customer, churned
`interest`	Starter, Business Pro, Enterprise
`department`	Sales, Support, Billing, Technical

How the AI Agent Uses Attributes

Custom attributes are deeply integrated with Orki's AI agents, enabling personalized and context-aware conversations.

Reading Attributes

Customer attributes are automatically included in the AI agent's context when a conversation starts. The agent can see all attribute key-value pairs and use them to personalize responses.

For example, if a customer has tier: gold, the agent knows they are a high-value customer and can adjust its tone and offers accordingly.

Updating Attributes

AI agents can update customer attributes during a conversation using built-in tools. This lets the agent capture and store information as it learns about the customer.

Example Flow

A customer messages your WhatsApp number
The AI agent sees their current attributes (e.g., tier: silver, interest: null)
During the conversation, the agent asks about their needs
The agent sets interest: "Business Pro" based on the conversation
Later, a marketing campaign targets all customers where interest = "Business Pro"

tip

Use enum types for attributes the AI should recognize and set — like tier, status, or interest. The predefined values help the agent choose correctly.

Using Attributes in Filtering

Custom attributes appear as filter criteria in the Advanced Filter panel on the Customers page.

Depending on the data type, you can filter by:

Data Type	Available Filters
Text	Exact match, contains
Number	Equals, greater than, less than
Date	Before, after, between
Enum	Exact match (select from allowed values)
Boolean	True or false
Array	Contains value

Combine custom attribute filters with tags, language, platform, and country filters for precise targeting.

Using Attributes in Segments

Save any attribute-based filter as a reusable segment for quick access and campaign targeting.

Example segments using custom attributes:

Segment Name	Filter Criteria
"High-value Omani customers"	`countryCode = OM` AND `tier = platinum`
"Business Pro leads"	`interest = "Business Pro"` AND `status = lead`
"Large companies"	`companySize > 100`

See Customer Segments for full details on creating and managing segments.

Using Attributes in Campaigns and Broadcasts

Custom attributes integrate with marketing campaigns in several ways:

Target campaigns to customers with specific attribute values by selecting an attribute-based segment in the campaign audience step
Map attributes to template variables — use attribute values as dynamic content in WhatsApp template messages (e.g., include the customer's tier in the message)
Set attributes when sending broadcasts — the customAttributes field lets you assign or update attribute values for all recipients as part of a broadcast send

Best Practices

tip

Use enum types for structured data the AI should recognize — tier, status, interest, department. The predefined list keeps data clean and filterable.

tip

Keep attribute names descriptive and concise — the AI agent sees the key name directly. customerTier is clearer than ct or field1.

Use text for free-form data where values vary widely
Use number for quantitative data you might want to filter with greater/less than
Use date for tracking milestones (e.g., contract renewal date, onboarding date)
Use boolean for simple yes/no flags (e.g., verified, onboarded)
Use array for multi-value fields (e.g., product categories of interest)

Where to Find It

Create and manage attributes: Settings > Customer Attributes
View and edit attribute values: Individual customer profile page
Filter by attributes: Customers page > Advanced Filter panel

What Are Custom Attributes?​

Creating Attributes​

Data Types​

Enum Attributes​

How the AI Agent Uses Attributes​

Reading Attributes​

Updating Attributes​

Example Flow​

Using Attributes in Filtering​

Using Attributes in Segments​

Using Attributes in Campaigns and Broadcasts​

Best Practices​

Where to Find It​