Where the bot saves what customers tell it

Everything a customer tells a bot stays in your workspace. Depending on the moment and the kind of answer, it is kept in these places.

1. On the thread, while the bot is talking

The bot chip in the conversation header shows how many answers it has collected; click it to read them under What the customer told the bot (the bot chip). The customer's own messages stay in the thread like any other message.

2. In an internal note, when the session ends

When the bot finishes, hands over, or the customer stops replying after giving at least one answer, the bot adds an internal note to the thread headed Collected by the bot / ما جمعه البوت:, with one line per answer (up to 30). A hand-over note starts with the reason; an abandoned-chat note starts with "The customer stopped replying…". The bot writes these opening lines in English with the Arabic line under it. Internal notes are visible to your team only, never to the customer.

The note leaves out the bot's own bookkeeping (the raw first message, the button labels, technical time stamps) — a chosen appointment appears as booking time in readable form.

3. On the contact

When the session finishes or is handed over, answers the bot saved as name, phone and email fill the contact's profile in Contacts:

• a field is filled only when it is empty — the bot never overwrites what someone in your team entered;
• the name is filled only when the contact has no real name yet (for example when it shows only a phone number or platform ID).

Other answers (doctor, budget, order number…) stay in the note — unless the bot saves them to a custom field (next section).

4. In your custom fields

A bot can save an answer into one of your own custom fields (for example Membership number or Preferred branch), on the person's record in Contacts:

• The value is saved at the end of each bot turn, on the person (all their merged channels share it), and appears under Custom fields on the contact and in the inbox's Conversation details (the contact record).
• It is checked like a value typed by your team: a Yes / no field takes yes or no (نعم/لا), a One choice field one of its options (Several choices: options separated by commas), a Number field a number, a Date field a date as YYYY-MM-DD. A value that does not fit is not saved, and nothing else is affected. A field that is archived or does not exist is never created by a bot.
• Unlike name, phone and email above, a custom field the bot saves replaces the current value.

To have this set up, tell OmniBrand support which answers go into which field (use the field's Key, shown on Contacts → Custom fields). Create the fields yourself first.

Marketing consent. A bot can also ask "Would you like to receive our offers on WhatsApp?" with the buttons Yes, send me offers and No, thanks. Yes is saved on the person's consent history for the channel of the chat, with the source Bot and the question as the proof (Consent and opt-out); No, thanks saves nothing. Ask OmniBrand support to add this step to your bot.

5. On your lists

A bot can also put the customer on one of your lists (Contacts → Audiences) — for example everyone who asked for the price list, or who booked a first visit — so you can send them a WhatsApp broadcast later:

• The person (all their merged channels) is added at the end of the bot turn, and appears under Lists in the inbox's Conversation details (the contact record) and in the list on Contacts → Audiences.
• Only your own lists of this workspace: a segment (its people come from its conditions), an archived list or a list of another workspace is never changed by a bot. Someone already on the list stays on it once.
• A bot never takes anyone off a list; your team does that in the inbox or on the Audiences page.

To have this set up, create the list first under Contacts → Audiences → New list, then tell OmniBrand support its name and when the bot should add people to it.

6. What the bot can read

The bot can also use what your contact record already says: the person's name and first name, email, city, country and language, the value of any custom field, and the lead's stage. For example "Welcome back, Sara" or a different menu for customers whose Membership tier is Gold. The bot never sends your custom fields to an outside system.

WhatsApp templates. On WhatsApp a bot can send one of your approved templates — for example your price-list offer with its picture and a Shop now button, a coupon code, or an offer with a countdown. Each variable of the template is filled from the customer's contact record as the template says (set under Variables in the template builder), unless OmniBrand set the bot to fill it with an answer the customer gave. The template appears in the thread under the bot's name, like its other messages. The rules are the inbox's (sending a template):

• Nobody who replied STOP gets a template from a bot.
• A Marketing template needs the customer's marketing consent. A Yes to the bot's own Would you like to receive our offers… question counts at once, so the bot can ask and then send the offer.
• A bot does not send a Marketing template to someone who already received as many marketing messages as your limits under Settings → Messaging rules allow; unlike an agent, a bot is held back. What it sends counts toward those limits.
• A Utility template is free inside the customer service window (always open while the customer is chatting with the bot) until 30 September 2026; from 1 October 2026 Meta charges it there too. Marketing templates are charged by Meta unless the customer came from your ad. Meta bills your WhatsApp Business account directly (Paying Meta for WhatsApp).
• When the template cannot be sent (no consent, over the limit, a template that is no longer approved, or a channel other than WhatsApp), the bot does what OmniBrand set for that case — usually the same offer as a plain message — or hands the chat to your team with a note saying why.

To have this set up, create and get the template approved under WhatsApp → Templates, then tell OmniBrand support its name and when the bot should send it.

7. On the Bookings page

Every booking the bot makes appears on Bookings with the time, the doctor, stylist, area or agent, the service, the number of people, and the customer's name and phone (the Bookings page). The name and phone come from the customer's answers, or from the contact profile when the bot did not ask.

8. As tags

Bots can tag the conversation (for example lead, after-hours), and the system adds bot-abandoned or bot-error in those situations. Use the inbox tag filter to find them.

9. In your own system (only if set up)

If OmniBrand connected the bot to your own system, it may send the collected answers there, or ask your system for information (your own systems). This happens only when you asked for it.

Good to know

• Blocked contacts and contacts marked as spam are never answered by a bot.
• Exporting and deleting workspace data works as for the rest of the inbox (your data).

Related

• What your team sees while a bot answers
• Contacts and leads
• The Bookings page