# AI updates to customer and conversation data

Let agents save selected customer or conversation fields and require stored information before starting a task.

*Release 3.3 · admin, visitor*

**Settings › AI › Functions** · **Settings › General Settings › Data Fields**

## What it is

**Update Data** lets an agent save information to fields you explicitly select. A **Workflow** function can separately require certain stored fields before it starts a task. This helps the agent collect missing details without treating a statement in the conversation as proof that the details were saved.

## Who uses it and why

Users with the **Settings** or **Developer** role decide which fields an agent may update and which details a task needs. Visitors provide information in the conversation, and the agent submits it through the configured function.

## Where to find it

Create an **Update Data** or **Workflow** function under **Settings › AI › Functions**. You need **Settings** with **AI** allowed under **Settings Permissions**, or **Developer**.

An operator with the **Settings** role manages field definitions under **Settings › General Settings › Data Fields**. Tasks are configured under **Settings › Bots › Virtual Assistant › Tasks**, using the **Bot Trainer** role.

## How it works

1. You select **Allowed data fields** on an **Update Data** function. INSIDE derives the expected inputs from those field definitions, including available choices.
2. The agent can see whether relevant fields are missing or populated. This status does not itself disclose their stored values.
3. When appropriate to the visitor's request, the agent asks for missing information and submits it through **Update Data**.
4. INSIDE rejects unknown fields, unsupported values, invalid choices and missing customer or conversation context. It validates the whole submission before saving any field.
5. Accepted values use the existing field validation, masking and storage rules. The next AI request receives refreshed populated or missing status.
6. Before a **Workflow** function starts its task, INSIDE checks the actual stored **Required data fields**. Missing fields prevent the handover, even if the agent claims to have collected them.

Already populated fields satisfy the prerequisite without asking the visitor again. A stored **false** or **0** can count as populated.

## Configure it

With the **Settings** role, create the required field definitions first. For an **Update Data** function, select at least one **Allowed data fields** entry. Parameters are generated automatically, so you do not need to recreate each field manually.

For a **Workflow** function, select **Task** and add **Required data fields**. Leave the list empty when the task has no prerequisites. Assign both functions to the intended feature or skill when the agent needs to collect information before starting that task.

Use instructions that tell the agent when collection is appropriate. Missing fields alone should not cause an unrelated task to run.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Allowed data fields | Settings › AI › Functions | website | Not set; at least one must be selected | Settings role, Developer role | Limits an Update Data function to the fields it may submit. |
| Required data fields | Settings › AI › Functions | website | Not set; no prerequisites | Settings role, Developer role | Prevents a Workflow function from starting its task until these stored fields are populated. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Task | Settings › AI › Functions | No | Selects the task a Workflow function invokes after its prerequisites are satisfied. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Configure Data Fields, and AI functions when AI is allowed under Settings Permissions. |
| AI | Allows AI configuration within Settings Permissions. |
| Developer | Configure the AI functions and their selected fields. |
| Bot Trainer | Configure the tasks selected by Workflow functions. |

## Limits and good to know

- Each function can select up to **64** allowed or required fields.
- Updateable fields must belong to the website and store customer or conversation information. Supported types include text, number, boolean, choices, date/time and rating.
- File uploads and fields without storage are not supported by **Update Data**.
- A submission needs at least one known, non-empty value. Omitting a field does not clear it.
- A validation error prevents all writes in that submission. If storage fails after saving begins, earlier accepted fields may remain saved.
- Saving a customer field does not verify the customer's identity or transfer the conversation.
- Workflow handover is supported for live and Voice Autopilot. Email Autopilot excludes workflow functions.

## Depends on and works with

### This feature uses

- **Requires** [AI functions and required inputs](AI-016.md): Update Data and Workflow must be available as configured functions.
- **Requires** [Virtual Assistant task data fields](ENG-012.md): Existing field definitions control formats, choices, validation, masking and storage.
- **Configured in** [Roles and permissions](ADM-008.md): Roles and AI permissions control configuration.
- **Configured in** [AI feature settings and change history](AI-001.md): The AI feature assigns functions and supplies collection instructions.
- **Configured in** [Captured data expiry and message sanitisation](SEC-022.md): Saved values follow the field's expiry and sanitisation rules.
- **Works better with** [Reusable AI skills and instructions](AI-020.md): An active skill can supply the data-update or task function.
- **Works better with** [Customer contact details](CRM-001.md): Approved customer fields can be saved to the relevant contact.
- **Works better with** [Virtual Assistant task setup](ENG-009.md): Optional Workflow functions select an existing task.
- **Related** [Virtual Assistant tasks started by Autopilot](ENG-027.md): Workflow handoff checks that required fields are stored before accepting control.

### Used by

- **Configures** [Virtual Assistant tasks started by Autopilot](ENG-027.md): Required stored data fields must be populated before the task function accepts invocation.
- **Configures** [Autopilot handover and error handling](AI-004.md): Required data must be populated before a configured task function can run.
- **Enhances** [AI functions and required inputs](AI-016.md): Update Data and workflow prerequisites control structured data collection.

## FAQ and troubleshooting

### Why is a field missing from Allowed data fields?

Check that it belongs to the website, has suitable customer or conversation storage, is not deleted and uses a supported field type. File uploads are excluded.

### Why will the task not start after the visitor supplied the details?

The values must be successfully saved. Check that the agent has an **Update Data** function covering the missing required fields and that validation succeeded.

### Does a false answer count as a missing value?

No. A stored false value or zero can satisfy a populated-field prerequisite. The task checks presence rather than whether the answer is positive.

### Why were only some values saved?

Validation finishes before saving starts, but values are then saved in sequence. A storage failure can stop later saves while earlier values remain. Review the fields before retrying.