Contact Settings

Go to Settings > Contact Settings. The page has three tabs.

Contact Fields Tab

Create, edit, and delete custom fields that appear on every contact record. See the Custom Fields article for full details.

Lead Statuses Tab

Create custom lead statuses with a name and a color. These statuses appear on contact records and can be used in filters.

Assignment Rules Tab

Assignment rules automatically assign incoming conversations to a specific agent or team based on conditions you define.

Each rule has a Name, one or more Conditions (IF [field] [operator] [value]), and an Assign To action (User or Team).

You can Create, Edit, Delete, Reorder, Enable, or Disable rules. Rules are evaluated in priority order — the order you set matters.