Conversation AI can save information into a custom field, but it cannot update or overwrite a value once one has already been saved. This creates two compounding issues.

Issue A: No Overwrite Function Exists

There is no mechanism within Conversation AI to update a custom field once a value has been written. Even if the bot is explicitly instructed to update a field based on new information provided by the contact, the capability does not exist at the platform level.

Issue B: Saved Values Are Permanent Regardless

Even setting aside the missing function, the underlying behaviour treats the first saved value as final. If a contact provides updated information mid-conversation, the bot cannot reflect that change in the CRM. The outdated value remains locked in.

Example:

A contact places an order inquiry and tells the bot they want Product A. The bot saves Product A into the custom field interested_product. Mid-conversation, the contact changes their mind and says they actually want Product B instead.

The bot acknowledges the change, but the interested_product field still shows Product A in the CRM. Any follow-up automation, order confirmations, product-specific sequences, and sales team notifications will fire against the wrong product.

The CRM is wrong. The automation is wrong. And there is no way to fix it from within the bot.