Attributes

Attributes are labels that you can use to add context about a user or a ticket into your inbox.

Attributes are available on the Diamond and Whale Plan There are several attributes that are pre-populated by Mava:

• Discord ID (Discord Ticket)

• Discord Role (Discord Ticket)

• Telegram Username (Telegram Ticket)

• Device Type (Web Chat Ticket)

• Browser Language (Web Chat Ticket)

• Page Origin (Web Chat Ticket)

• Wallet (Web Chat Ticket, if wallet is connected)

• Email (Web Chat Ticket, if email setting is on)

Any other attributes can be linked to form questions in Mava's Chatbot, or automatically injected via the web chat SDK. The data will be visible on the right hand side panel; agents can also edit the data from the panel.

Ticket vs User Attributes

Ticket attributes are displayed on a specific ticket, whereas user attributes are displayed for each ticket the user opens. For example, if a support agent adds an email to a Discord ticket in "user attributes", and the same user opens another Discord ticket, their email will automatically be displayed.

As an example, you could ask a user what their company name is, and link it to an attribute called "Company Name".

Users on a premium plan can create unlimited custom attributes.