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You rarely need to type into the CRM. Each channel writes what it learns onto the contact behind that conversation, matched by phone number.

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The rules every writer follows

  • Hand edits. A chat agent (update_contact or update_contact_custom) can overwrite a value someone typed in the CRM. Calls, workflows and CSV uploads keep it.
  • Only defined attributes. A name that is not an attribute is skipped.
  • Types are checked. CSV uploads, CRM edits, post-call Update Contacts rules and workflow Update Contact nodes skip a value that does not fit its attribute’s type. Custom functions skip an enum value outside its allowed values. The chat agent’s update_contact is told each attribute’s type and allowed values, so describe them clearly.
  • Empty means “nothing to write”. An automated writer with no value for an attribute leaves the stored value alone. Only a person clearing a field in the CRM removes a value.
Turn off Updatable by AI on an attribute the AI should not guess at, such as an internal priority. Rules you set up yourself (post-call Update Contacts, workflow nodes, custom functions) can still write it, because those are your decision rather than the AI’s.

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See what wrote a value

View lead shows each attribute with its source and when it was last written. If a value is not changing when you expect it to, check its source first: manual means a person set it, and calls, workflows and CSV uploads will not change it until that value is cleared.