Update contact

The Update Contact step saves what the bot has learned onto the customer’s contact record, so your team and your campaigns can use it later.

Find it in the Actions group of the palette.

Settings

Setting	Notes
Fields to update	Name, Email and Phone. Leave a field empty to keep its current value.
Custom fields	Pairs of Field name and Value, for your own contact fields
Tags	Add tags and Remove tags, separated by commas. A tag that doesn’t exist yet is created when you add it.
Marketing opt-in	Don’t change, Set to opted in or Set to opted out

Every value can be fixed text or a variable from earlier in the bot, such as {{user_input_1}}.

Tip

Opted-out contacts don’t get broadcasts or marketing templates. An Ask Keyword step that catches stop or unsubscribe, followed by Update Contact set to Set to opted out, handles opt-outs without anyone lifting a finger.

Example

A lead-capture bot:

1. User Input: What’s your email?, saved as customer_email
2. Update Contact: Email = {{customer_email}}, Add tags = lead, website-enquiry
3. Send Message: Thanks! We’ll email you the price list.

Related steps

• Set tag only adds or removes tags.
• Conversation action changes the chat, not the contact.