Quick Answer
Add Contact Info lets Conversation AI fill missing contact details without overwriting existing data.
Go to Settings → Conversation AI, select your bot, open Bot Goals, and choose Add Contact Info. Configure the field you want to capture and make sure the bot prompt clearly tells the bot to ask for that information.
Collecting Contact Details Without Manual Entry
You may need key contact details, but asking for and entering them manually can slow down your workflow.
Conversation AI can collect information like name, email, and phone during a chat and update your CRM automatically.
Without a structured way to capture this data, important details can be missed or left incomplete.
Add Contact Info is a Conversation AI goal action that lets your bot collect or confirm contact details during a chat. It is designed to update fields when they are missing without overwriting data that already exists.
At a Glance
Before You Begin
Review these points before configuring the goal action.
- This action updates only fields that are blank.
- Existing contact details are not overwritten.
- The bot prompt should explicitly tell the bot what information to request.
- Email and phone numbers can be captured automatically when the contact provides them.
- If the bot is brand new, assign or edit the bot name before configuring goals.
How to Enable Add Contact Info
Open Conversation AI
Go to Settings → Conversation AI and open the bot you want to configure.
Open Bot Goals
Select Bot Goals.
Select Add Contact Info
Choose Add Contact Info from the available goal actions.
Name the Bot First if Needed
If this is a brand-new bot, set or edit the bot name first so goals can be configured.
Configure the Action Fields
Define what information the bot should capture and how the field should be interpreted.
Action Name
Give the action a clear label, such as Contact’s Date of Birth.
Select Field
Choose the field you want to update, such as name, email, phone, business name, or date of birth.
What to Update
Add a description that explains what the field represents, such as This is the business name of the contact.
Output Example
When useful, provide an example of the format you want, such as Jan 5, 1990.
Bot Prompt Tips That Make This Work
The action works best when the bot prompt contains clear, direct instructions about what information should be collected.
- Tell the bot exactly what to ask for, such as Ask the customer for their date of birth.
- Use simple, natural wording so contacts understand what information is being requested.
- If you need several details, request them one at a time to reduce confusion.
For appointment booking
The original guide recommends considering essentials such as Name, Email, Phone, Business Name, and Date of Birth early in the conversation when they are needed for the booking flow.
Important Add Contact Info Behavior
- Empty fields only: existing values are not overwritten.
- Prompt-driven collection: the bot may not collect a field if the prompt does not tell it to ask for that information.
- Email and phone: these can be updated automatically when the contact provides them during the conversation.
- Supported fields: the original page lists standard fields such as name, phone, email, business name, and date of birth, with availability potentially varying by account.
Best Practices
- Start minimal: collect only the information needed for the next step, such as booking, qualification, or support.
- Refine regularly: review conversations and update the prompt when you notice information being missed.
- Keep it human: explain why you are asking for the information when that context will help the contact.
- Collect important details early when needed: this can reduce friction later in appointment or follow-up workflows.
Frequently Asked Questions
What happens if the bot’s prompt doesn’t include instructions for collecting contact details?
If the prompt doesn’t explicitly instruct the bot to ask for the detail, the bot may not collect it and the field can remain unfilled.
Can the bot overwrite existing contact details?
No. The Add Contact Info action updates only empty fields so existing data is not overwritten.
Are email and phone number updates manual?
No. Email and phone numbers are updated automatically by the system when provided by the contact.
Can I add custom fields for contact updates?
The original guide states that this action supports standard fields such as name, phone, email, business name, and date of birth, with availability potentially varying by account.
What if I’m creating a new bot?
If the bot is new, assign or edit the bot name first so you can access and configure goals like Add Contact Info.
Continue Learning
Continue learning how to configure Conversation AI prompts, goals, and customer interactions.
