# How to change customer data from the Inbox

# How do I change customer data from the Inbox?

This article explains how to **update customer tags and custom fields** directly within the Flownally Inbox during a live chat. Follow these steps to keep your profiles organized in real-time and provide a personalized support experience.

### In this article, you will learn how to

- **Add and remove tags** to segment your customers.
- **Add, edit, and delete custom fields** to track unique user data.
- Update customer information without leaving the live chat screen.

## Before you start

Before sort and filter messages the Inbox, make sure you have:
- Existing messages or conversations in your inbox to edit the customer data.

> **Important:** Custom fields and tags updated in the Inbox apply globally. Any changes made here will update that customer's profile across all communication channels in Flownally.

## How to change customer data from the Inbox

1. Log in to your Flownally workspace.
2. Go to the **Inbox** tab.
3. Choose a **chat**.
4. You can edit the below customer details:
	1. Tags:
		- Click on **Add tag** to add a new tag
		- Click on the **x** icon next to existing tag to remove it
	2. Custom fields:
		- Click on **Add custom field** to add a field
		- Hover over the existing custom field and click on pencil to edit its value or on the **x** icon to remove the field

## What happens after changing customer data from the Inbox?

After customer data is changed from the Inbox, the updated tags and custom fields are instantly saved and applied to the customer’s profile workspace-wide. Your team can immediately use these new details to filter future conversations, trigger targeted automation workflows, and deliver a more personalized support experience across all connected messaging channels.

## Troubleshooting

### Changes aren't saving

Tags or custom fields revert back after you update them. This might happen when your internet connection have briefly dropped or your workspace session have timed out. Refresh your browser page and try making the changes again.

### Cannot find a specific custom field

A custom field doesn't appear when you click "Add custom field". It likely hasn't been created in your workspace settings yet. Ask an admin to verify that the field exists in your account settings before applying it to a customer.

### Tag is missing from the selection list

A previously used tag isn't showing up. It may have been deleted from your account settings. You can re-create the tag directly from the Inbox panel by typing the new tag name and hitting enter.

## Related articles

- [How to send a reply](/inbox/send-reply)
- [How to create a new tag](/settings/custom-data/create-tag)
- [How to remove a tag](/settings/custom-data/remove-tag)
- [How to create a new custom field](/settings/custom-data/create-field)
- [How to remove a custom field](/settings/custom-data/remove-field)