Attributes

Customize your Fullwhere workspace by creating custom fields

IN BRIEF

Create custom attributes that let you define your business logic directly in Fullwhere.

These attributes can be linked to your customer interactions, your customers, and their purchases.

The attributes can be manual fields or fields whose value is filled in by AI Completion.

The attributes can help you create fully customized conditional logic in your Workflows.

ACCESS RIGHTS

To modify the Attributes in your Fullwhere workspace, you must be a supervising member with Administrator rights.

Access your attributes

To create or modify your custom attributes, go to Settings > Attributes.

The first table lets you access your attributes according to their target, namely:

• Interactions: custom attributes linked to your customer interactions
• Customers: custom attributes linked to your customers
• Purchases: custom attributes linked to your customers' transactions

By clicking on a category, you access the attributes of the chosen category. The attributes in this category are then presented in the following table:

Column	Description
Name	Name you gave your attribute
Type	The type of your attribute (Text, Number, Single Select, Multiple Select)
AI Completion	Indicates whether AI completion is enabled. The icon indicates that the option Websearch is enabled.

Create an attribute

To create a custom attribute, click the button + Create an attribute at the top of your screen.

In the attribute configuration menu, you can define the following settings:

Type

The type of an attribute determines the values that can be set on that attribute. There are 4 different types.

Text

An attribute of type text can be assigned any free-form value from one entity to another, whether by users in your account or by AI Completion if it is enabled.

Text-type attributes can, for example, be useful for taking notes or creating summaries.

Number

An attribute of type number can only be assigned a numeric value, whether by users in your account or by AI Completion if it is enabled.

Number-type attributes can, for example, be useful for defining custom scoring systems.

Single Select

An attribute of type single select can be assigned a single value from a list of predefined possible values, whether by users in your account or by AI Completion if it is enabled.

If theAI Completion is enabled on your attribute, you can allow AI to generate new values.

Single-select attributes can, for example, be useful for defining a priority level or the team concerned by the interaction.

Multiple Select

An attribute of type multiple select can be assigned multiple values from a list of predefined possible values, whether by users in your account or by AI Completion if it is enabled.

If theAI Completion is enabled on your attribute, you can allow AI to generate new values or not.

Multiple-select attributes can, for example, be useful for detecting the products mentioned by your customers in your interactions.

Once your attribute is created, the type of your attribute can no longer be changed.

Target entity

Your attribute can concern one of the following 3 entities:

• Interactions: custom attributes linked to your customer interactions
• Customers: custom attributes linked to your customers
• Purchases: custom attributes linked to your customers' purchases

Once your attribute is created, this setting can no longer be changed.

Name

Your attribute name represents the value by which you can identify your attribute in your Fullwhere workspace.

If AI Completion is enabled on your attribute, its name will be provided to the LLM responsible for assigning the values of your attribute, so in that case, make sure to use an unambiguous name.

Possible values

This setting is only available for single-select and multiple-select attributes.

For each item, you must specify:

• its value
• its color

Changing a possible value changes it everywhere it has been assigned.

Deleting a possible value removes it from all entities (interactions, customers, purchases) to which it was assigned.

This action is irreversible.

AI Completion

AI features are only available for attributes targeting customer interactions.

You can take advantage of our AI features to automatically enrich your data through AI Completion. From then on, for each interaction centralized in Fullwhere, your attribute values can be set by AI analysis.

Guidelines

The field guidelines lets you define the prompt that will be used to determine the value to assign to your attribute.

In the guidelines, it is important to clearly define what your attribute represents and how it should be analyzed by the LLM.

For fields of the single-select and multiple-select type, it is important in the guidelines to clearly define a description for each possible value of the field:

• describe what the value represents and under what circumstances it should be selected
• it may be useful to include keywords or expressions that the customer might use
• it may be useful to specify what does not fall under a possible value, so in which cases it should not be selected

For single-select attributes for which AI Completion is enabled, it is recommended to have a minimum overlap between possible values. If the values are too similar, it may be difficult for an LLM to assign the correct one.

Before finalizing, ask yourself the following question: "Would a human have trouble choosing between the possible values?"

To validate your guidelines, it may be useful to submit them to an LLM chat like ChatGPT, Gemini or Claude to help make them as clear as possible.

Detection conditions

Detection conditions let you perform AI detection for your attribute only if the customer interaction meets the conditions you define.

This can be useful to specialize your attributes and avoid performing AI detection when it is not necessary.

Allow AI to generate new values

For single-select and multiple-select attributes, you can choose whether or not to allow AI to add new values to the list of possible values.

In this case, the new values will be added to your attribute and used for future attribute detections.

Overwrite values already present

For multiple-select fields, you can specify whether the values detected by AI should be added to the values that may already be present or whether they should replace them.

Enable WebSearch

Websearch is an additional capability of your attribute that allows the LLM to access the Web to complete the value or values to assign to your attribute. This can for example be useful for enriching data using information available on the web.

Sort your attributes

When viewing your list of attributes, you can set their display order via drag and drop using the selector on the left of the list.

The order defined in the list of your attributes will determine their display order in your Inbox.

Delete an attribute

To delete a custom attribute, go to Automations > Attributes, then select your attribute family.

In the attributes list, click on the 3 little dots at the end of the line for the attribute to delete, then in the dropdown menu click on Delete.

Deleting an attribute results in the deletion of all values that had been assigned to your interactions, customers, or purchases.

This action is irreversible.

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Use cases

Here are concrete examples of using custom attributes with AI Completion.

1. Priority level

This attribute automatically sorts incoming messages to handle urgent ones first.

• Name: Priority
• Type: Single Select
• Possible values: Low, Medium, High
• Allow AI to create new values: No
• Guidelines

  "Analyze the customer interaction to determine its level of urgency and importance.

  • Choose High if the customer expresses strong anger, reports a blocking technical issue, or requests cancellation.
  • Choose Medium for common usage questions, order follow-up requests, or non-blocking issues.
  • Choose Low for thank-yous, positive feedback, or purely informational messages that do not require an immediate response."

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2. Custom scoring system

This attribute turns textual sentiment into numeric data to feed your reports.

• Name: Satisfaction Score (AI)
• Type: Number
• Guidelines

  "Assess the overall level of satisfaction expressed by the customer in their message on a scale from 0 to 20.

  • Give a score close to 0 if the customer is extremely dissatisfied or aggressive.
  • Give a score of 10 if the message is neutral or purely factual.
  • Give a score close to 20 if the customer expresses strong enthusiasm or warm thanks.

    Respond only with the number corresponding to the score."

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3. Detection of mentioned products

Ideal for analyzing which products generate the most conversations without manual entry.

• Name: Mentioned products
• Type: Multiple Select
• Possible values: Product A, Product B, Product C
• Allow AI to create new values: Yes
• Guidelines

  "Identify all specific products or services mentioned by the customer in the interaction text.

  • If the customer mentions a product that appears in the list of possible values, select it.
  • If the customer cites a product that is not yet in the list, create a new value corresponding to the name of the detected product.
  • If no specific product is identified, select no value."

Use an attribute

The value of your attributes can be defined/modified for each customer interaction present in Fullwhere. To define/modify the value of an attribute for a customer interaction:

• go to the customer interaction to modify
• in the information panel on the right, go to the Custom Attributes section
• you can define the value to assign for each attribute

On each attribute, the presence of the icon indicates that AI Completion is enabled on the attribute.

The presence of a purple background on an attribute indicates that the values you are viewing were assigned by AI and have not been modified by a user.

Your attributes can also be used to define logical conditions in your Workflows.

Analyze attributes

You can explore your attributes in Fullwhere Analytics to analyze their values and better manage your activity.

In other words, your custom fields are not just used to store information; they are real management levers for understanding your data and highlighting trends.

This can, for example, help you to:

• identify the most frequent values
• compare levels of priority, satisfaction, or typology
• track the evolution of your attributes over time