We’re introducing
Channel-Level Fields
, giving you more control over how customer data is stored across different WhatsApp numbers (WABAs).Earlier, customer fields were global. This meant that if a customer interacted with multiple WhatsApp numbers, the same field values were shared across all channels.
Now, that changes.
What Are Channel-Level Fields?
Channel-Level Fields allow you to:
- Define fields specific to a WhatsApp number (channel)
- Store different values for the same customer across different WABAs
- Separate data visibility between teams handling different numbers
This means the same customer can have different field values depending on which business number they are interacting with.
Why Does This Matters?
- Clear Team Separation: Sales and Support teams can maintain their own independent data.
- No Data Overwrite: Updates made on one WhatsApp number won’t affect another channel.
- Contextual Conversations: Each team sees only the data relevant to their workflow.
- Cleaner Operations: Avoid confusion caused by shared global fields across departments.
Example Use Case
A customer interacts with:
- Sales WhatsApp number
- Support WhatsApp number
Earlier, Both teams saw and updated the same field. Now:
- Sales team can have fields like Lead Stage, Deal Value, Follow-up Date
- Support team can have fields like Ticket Status, Issue Category, Resolution Type
Each team works independently — without interfering with the other.
Customer data — now structured by channel, not just by contact.