Using the Add Contact Info Action in Conversation AI
What Is the Add Contact Info Action?
The Add Contact Info action enables you to automatically collect and save specific details from conversations with contacts directly into their CRM records. This reduces manual data entry and helps maintain accurate, up-to-date information.
Note: This action only updates fields that are currently empty. Email and phone numbers are updated automatically by the system, so this action is not needed for those fields.
Tip: To ensure the bot collects the information, you must include explicit instructions in the bot’s prompt asking the contact for the details you want to capture.
Key Benefits
- Efficient Data Collection: Gather details like addresses, business information, or dates during natural conversations.
- Accurate Records: Information is saved directly to the contact profile, eliminating manual re-entry.
- Enhanced Personalization: Use captured data to customize responses and follow-up interactions.
- Flexible Field Support: Update both standard fields and supported custom fields.
How to Set Up the Add Contact Info Action
Step 1: Open the Agent
Navigate to AI Agents > Conversation AI > Agents List and open the agent you wish to edit.
Step 2: Open Bot Goals
With the agent open, select the Bot Goals tab.
Step 3: Select Contact Info
Scroll to the Setup your Actions section and choose Contact Info.
Step 4: Configure the Action
Fill in the following details:
- Action Name: Enter a descriptive name for the action, such as “Update Business Name.”
- Which contact field to be updated: Select the field you want to update from the dropdown menu.
- What to update in the field: Provide a brief description of the information being collected (e.g., “This is the contact’s business name”).
- Output Example (Custom Fields Only): If updating a custom field, provide at least two examples of possible values.
Click Save when finished.
Step 5: Update the Bot Prompt
Edit the bot’s Additional Information Prompt to explicitly ask the contact for the details you want to collect. Without this instruction, the bot will not request the information and the field will not be updated.
For example, to collect name, email, phone, business name, and date of birth before booking an appointment, add instructions like:
###mandatory instruction: Before booking an appointment, ask the following questions one after another: 1. Ask for the customer’s name. 2. Ask for the customer’s email. 3. Ask for the customer’s phone. 4. Ask for the customer’s date of birth. 5. Ask for the customer’s business name.
Frequently Asked Questions
Can Add Contact Info overwrite existing field values?
No. It only updates fields that are empty.
Can I use it for name, email, or phone?
No. Those fields are updated automatically; use the bot prompt or information collection flow instead.
Can it update custom fields?
Yes, as long as the field type is supported.
Why didn’t a field update after the bot collected an answer?
The field may already have a value, the wrong field was selected, or the bot didn’t capture the answer clearly. Verify the field is empty and correctly mapped.
Do I need to update bot instructions?
Yes. Clear instructions tell the bot when to ask for the information during the conversation.
Can I collect multiple fields in one action?
Yes. Use the Add new field option to configure additional fields within the same action.
When should I use Trigger Workflow instead?
Use Trigger Workflow for broader automations like adding tags, updating multiple fields, notifying your team, or moving contacts through pipelines.
Why can’t I see the Contact Info action?
Your user role may lack permissions to manage Conversation AI agent goals. Contact an administrator.
Is there a limit to how many fields I can add?
Yes, there is a limit per action. For additional information, consider triggering a workflow from Conversation AI.