Zendesk Support End User Preferred Communication channels

It would be very useful to know the preferred communication channel of the end user before proactively contacting them. 

Can this information be added to the end user profile?

Ideally there would be a first preference and second preference for each end user (e.g. 1st email, 2nd Whatsapp).

Obviously there should also be logic to assure that is a preference is set that the actually value exists in the correct format for it to be used and therefore allow automations to be sending to these channels with out error.