Smart Fields in Watermelon: The Complete Guide
Alexander Wijninga
| 2 min
Introduction
Customer service conversations are built on information. Every interaction starts with the basics — a name, an email, maybe an order number or subscription ID. Yet in most systems, this information is asked again and again. Customers feel frustrated. Agents lose time. And businesses miss the chance to deliver a seamless experience.
That’s where Smart Fields in Watermelon change the game. Smart Fields allow an AI Agent to automatically recognize, capture, store, and reuse customer details in conversations. They connect with your systems through API, making data flow effortlessly between the Agent, your CRM, webshop, or ticketing tools.
This article is a complete guide — we’ll dive into what Smart Fields are, how they work, the benefits, technical details, and real-world use cases across industries.
1. What Are Smart Fields?
Smart Fields are structured data points that the AI chatbot in Watermelon can use in conversations.
Default fields: Already available, such as first name, last name, email address, and phone number.
Custom fields: Created by businesses to match their processes, such as order number, subscription ID, customer ID, or policy number.
The AI Agent not only fills these fields automatically when a customer shares information, but also reuses them later in the conversation or in future interactions.
2. How Smart Fields Work Step by Step
Recognition
When a customer types “My name is Sarah Johnson, and my customer ID is CUST99871,” the Agent identifies “Sarah” as First Name and “CUST99871” as Customer ID.
Storage
The fields are saved in the customer profile inside Watermelon.
Contextual Reuse
If Sarah later asks, “Can you check my subscription?”, the Agent knows that Customer ID CUST99871 is linked to her and can reuse it naturally:
“Sarah, I found your subscription linked to ID CUST99871 — it’s active until September 30, 2026.”
Integration via API
The Agent uses the stored field (Customer ID) to trigger an API call to the CRM or billing system. The returned data is stored in the profile and reused in the conversation.
Enrichment
External systems can also push additional information into Smart Fields (for example, subscription type, plan details, loyalty points).
3. Why Smart Fields Matter
No repetition: Customers don’t need to give the same details multiple times.
Speed: Conversations move faster without unnecessary back-and-forth.
Personalization: Customers feel recognized when the Agent remembers them.
Flexibility: Every company decides which fields matter most.
Connectivity: Through API, Smart Fields link directly with CRMs, ERPs, and support tools.
Data quality: With clear context and examples, fields are captured consistently.
4. Real-Life Use Cases
a) E-commerce Support
Customer: “My order number is ORD123456.”
AI Agent: “Thanks, I’ve saved your order number.”
Later, when the customer asks about shipping:
AI Agent: “I’ve checked your order ORD123456 — it’s on its way and expected to arrive tomorrow.”
b) Subscription Services
A Customer ID is captured once.
The Agent uses it to retrieve subscription status, billing history, or upgrade options.
Customers never have to dig up their ID again.
c) Education
Students provide a student number.
The Agent reuses it to share schedules, grades, or assignments.
d) Healthcare
Patients give a patient ID.
The Agent retrieves appointments, prescriptions, or lab results.
e) Finance
Clients share an account number.
The Agent reuses it to fetch transaction history or card status.
5. Technical Deep Dive
Creating Fields
Go to Settings → Fields → Custom Fields → Create.
Define the field name, type (text, number, email, etc.), and context.
Add an example, e.g.: “This field is an order number. An order number looks like ORD123456.”
API Integration
Use the Update Contact endpoint:
Default fields are filled automatically.
Webhooks can trigger API calls to enrich profiles with external data.
Automating Field Reuse
Toggle on Automate Fields in settings.
This allows the AI Agent to automatically reuse data in conversations.
Security and Permissions
Data access follows existing user permissions.
Only admins can create or edit fields.
Default fields cannot be deleted or changed.
6. Best Practices
Always add context: A short explanation and example improve accuracy.
Keep it simple: Start with a few fields and expand gradually.
Integrate early: Connect Smart Fields with your CRM or webshop for maximum impact.
Test thoroughly: Run conversations internally before going live.
Review regularly: Update or remove custom fields that are no longer relevant.
7. Advanced Use Cases
Multi-Agent setups: Assign specific Smart Fields to certain Agents (e.g. Sales vs. Support).
Cross-system workflows: Use Smart Fields as keys to link multiple databases.
Proactive service: Agents can use stored fields to proactively update customers (“Your subscription ends soon, Sarah — would you like to renew?”).
Personalized marketing: Combine Smart Fields with campaign tools to send tailored follow-ups.
8. The Future of Smart Fields
We’re actively researching:
Per-Agent settings to define which fields are auto-filled and which are used in context.
Automatic data injection from the chat widget (not part of the current release).
Smarter API connectors for out-of-the-box integrations.
9. FAQ
Q: Can I delete fields later?
A: Yes, custom fields can be edited or deleted. Default fields cannot.
Q: Do existing customer profiles change?
A: No, Smart Fields only enhance data capture — profiles remain intact.
Q: Who can access Smart Fields?
A: Permissions follow your existing user roles. Admins have full access.
Q: Does this work with my CRM?
A: Yes, via API enrichment. Watermelon can sync with any system that has an API.
Conclusion
Smart Fields are more than just a feature. They’re a new way of handling customer data in conversations — automatically, consistently, and intelligently. By recognizing and reusing the details that matter, Smart Fields remove friction, speed up support, and make every custor feel valued.
👉 Ready to try it yourself? Book a demo and see how Smart Fields can transform your customer conversations.
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