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Add Custom Field to chat
Question asked by Nick Brodt - October 23, 2015 at 8:58 AM
Answered
Hi,
 
Is it possible to include a custom field with a value to the chat? I have multiple websites that use the chat and when a customer chats with us, I want to send the website name in a custom field to the customer service rep.
 
Thank you for your help,
Nick

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1
Rod Lasky Replied
October 23, 2015 at 2:10 PM
Employee Post
Hi Nick.  You can add a custom field to Live Chat at Settings >> Configuration >> Custom Fields >> Templates tab.  Edit the Default Live Chat Template and add your custom field here.
Rod Lasky
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Andrea Rogers Replied
October 27, 2015 at 11:10 AM
Employee Post
Hey Nick!
 
Follow these steps:
  1. In Settings, expand the Configuration folder and find Custom Fields. 
  2. Add a new custom field and name it "Website" or whatever you'd like. For Applies To, choose Data. You can keep Data Type as Text and the Default Value empty. Click OK
  3. Now click on the Templates tab and edit the Default Live Chat Template (or whatever template you use for that specific department).
  4. Click on the Field Definitions tab and choose Add from the toolbar. Select Website from the Custom Field dropdown menu. For Visibility, choose Agents. (This makes it so the custom field won't show when users are submitting new live chats. It will only be seen on the backend by agents.) Select Show in communication view if you'd like agents to see the field while chatting and not only on the Custom Field tab when in live chats. 
  5. Save the field definition popup. Then save the template and you're done! 
Lemme know if that works for you. 
Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Nick Brodt Replied
October 28, 2015 at 12:09 PM
Is it possible for an agent to see the url of the page where the customer is starting the chat?

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