Custom attributes

Kustomer custom attributes can be passed through a handoff so that data collected during the AI Agent conversation lands on the resulting Kustomer conversation or customer record. Because Kustomer requires typed custom attributes, each attribute name must include a type suffix that matches how the attribute is defined in Kustomer.

How custom attributes work

Kustomer supports two kinds of typed custom attributes, distinguished by a prefix on the attribute name:

Conversation attributes — applied to the Kustomer conversation created by the handoff. These use the attribute_ prefix.
Contact attributes — applied to the Kustomer customer (contact) record. These use the contact_attribute_ prefix.

Kustomer also requires each custom attribute name to end with a type suffix that matches the attribute’s type as defined in the Kustomer Klass. The connector reads this suffix to cast the value before sending it to Kustomer.

Suffix	Kustomer attribute type	When to use	Example attribute name
`Str`	ShortText	Single-line or short string values	`attribute_issueStr`
`Txt`	Text	Multi-line or long string values	`attribute_descriptionTxt`
`Num`	Number (integer or float)	Numeric values	`attribute_ratingNum`
`Bool`	Boolean	True/false values	`contact_attribute_vipBool`

Confirm each attribute’s type in Kustomer under Settings → Platform → Klasses, and use the suffix that matches the attribute’s defined type. Attribute names without a recognized type suffix (Str, Txt, Num, or Bool) are forwarded as-is and may be rejected by Kustomer.

Add custom attributes to the block

Adding named custom attribute fields requires a configuration change deployed by your Ada team.

To add custom attributes:

Determine the Kustomer attribute names your instance expects — conversation attributes from Settings → Platform → Klasses → Conversation, and contact attributes from Settings → Platform → Klasses → Customer.
For each attribute you want to add, provide your Ada representative with the following:
- Attribute name — the Kustomer attribute name, as defined in the Kustomer Klass.
- Attribute Klass — whether it is a conversation attribute or a contact attribute.
- Attribute type — the attribute’s Kustomer type (ShortText, Text, Number, or Boolean), which determines the type suffix (see the table above).
- Display name — the label that will appear on the block in the Ada dashboard.
- Description — optional helper text shown under the input on the block to explain what the attribute is for.

Your Ada team will deploy the change. Once deployed, the new custom attribute inputs appear in the Kustomer Utilities block in the Ada dashboard.

Custom attributes are additive — you can add more at any time by contacting your Ada representative.

Use custom attributes in the handoff block

After your Ada team confirms the deployment is complete, the new field is available in the block.

To use a custom attribute in the handoff block:

Open the Kustomer Utilities block (action: Handoff to agent) in your handoff answer. The new custom attribute appears as an optional input, labeled with the display name your Ada team configured.
Map a value into the field — either a variable or a free-text value.
The mapped value is sent to Kustomer when the handoff runs. Attributes with the attribute_ prefix become conversation attributes on the Kustomer conversation, and attributes with the contact_attribute_ prefix become contact attributes on the Kustomer customer record.