Metafields

Every business has its own details worth tracking. A booking reference. A loyalty tier. A ticket priority. Whether a customer has been offered a discount. Metafields are Vivollo's way of storing those details — custom attributes you attach to a conversation or a customer, in whatever shape fits.

Think of them as labels and notes that travel with the record, readable by your team, your flows, and the AI.

What you can attach them to

Metafields live on a few kinds of records:

• Conversations — details about a specific chat: its priority, category, resolution notes, a reference number.
• Customers — things true of the person across all their chats: their tags, preferred language, account tier.

Some metafields are built in and managed by Vivollo (like a conversation's tags, its assignee, or its detected language). Others you define yourself, for exactly the things your business cares about.

Choosing the right type

A metafield isn't just free text — you pick a type, and Vivollo handles it sensibly and validates what goes in:

• Text — a freeform note or reference.
• Number — a numeric value you might compare or threshold on.
• Date & time — a deadline, an appointment, a follow-up date.
• Checkbox — a simple yes/no flag.
• Select — one choice from a fixed list (e.g. priority: low / medium / high).
• Tags — several labels at once (e.g. vip, wholesale, fragile).
• Team member — a reference to one of your people (used by the assignee field).
• Language — a language preference.

Picking the right type pays off everywhere: a date field gives you proper dates to filter by, a select keeps values consistent, and tags let you slice conversations cleanly later.

Where metafields earn their keep

Metafields aren't just storage — they make the rest of the platform smarter:

• In flows, you can read and write them. Set priority to high when a VIP writes in, then branch on it later with a Conditional. Drop them into messages as {{variables}} to personalize a reply.
• For the AI, metafields become context. What you store, the agent can take into account.
• In the inbox, they help your team organize — tagging and assigning are metafields under the hood.
• In Insights, custom attributes can become dimensions you slice conversations by.

A quick example

Imagine a simple loyalty touch. You define a customer metafield loyalty_tier (a select: bronze / silver / gold). A flow checks the customer's order history and sets it. From then on:

• The greeting can say "Welcome back — as a {{loyalty_tier}} member…"
• A Conditional can fast-track gold members to a human.
• Insights can show you how sentiment differs across tiers.

One small attribute, working quietly across the whole platform — that's the point of metafields.