Create and Use Custom Fields in Live Chat

System administrators have the ability to create custom fields that can be used to gather additional data. Creating and using custom fields in SmarterTrack is a 3-step process that involves (1) creating the custom field, (2) assigning the custom field to a template and (3) assigning the template to a department. These steps are explained in more detail below.

Applies to SmarterTrack 12.x

Create Custom Fields
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Custom Fields. A list of available fields will load in the content pane.
  5. Click Add in the content pane toolbar.
  6. Complete the following required fields: Field Identifier, Applies To, Data Type, Default Value. NOTE: If the data type is a drop-down menu, make sure the default value and any other options are filled out.
  7. Click Save.
 
Assign Custom Fields
To use a custom field, it needs to be assigned to a template.  To assign it to a template, follow these steps:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Custom Fields.
  5. Click the Templates tab. A list of available templates will load in the content pane.
  6. Select the desired template and click Edit.
  7. Click the Field Definitions tab.
  8. Click Add.
  9. Select the custom field to be added from the list. If you want to change the display name for this customer field, edit the Display Name field. Edit the Visibility field only if you want this field to be visible to certain user types (Everyone, Users, Agents or None).
  10. Click Save twice to save both the field you added and the template you added it to.
 
Assign a Template to a Department
To assign a template to a department's live chat settings, follow these steps:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click on Live Chat.
  5. Click on the Departments tab. A list of available departments will load in the content pane.
  6. Select the desired department and click Edit.
  7. On the Options tab, select the appropriate template from Custom Field Template dropdown list.
  8. Click Save.
All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

Applies to SmarterTrack 11.x

  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Custom Fields. A list of available fields will load in the content pane.
  5. Click Add in the content pane toolbar.
  6. Complete the following required fields: Field Identifier, Applies To, Data Type, Default Value. NOTE: If the data type is a drop-down menu, make sure the default value and any other options are filled out.
  7. Click Save.
All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.
 
Assign Custom Fields
To use a custom field, it needs to be assigned to a template.  To assign it to a template, follow these steps:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Custom Fields.
  5. Click the Templates tab. A list of available templates will load in the content pane.
  6. Select the desired template and click Edit.
  7. Click the Field Definitions tab.
  8. Click Add.
  9. Select the custom field to be added from the list. If you want to change the display name for this customer field, edit the Display Name field. Edit the Visibility field only if you want this field to be visible to certain user types (Everyone, Users, Agents or None).
  10. Click Save twice to save both the field you added and the template you added it to.
All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.
 
Assign a Template to a Department
To assign a template to a department's live chat settings, follow these steps:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Departments. A list of available departments will load in the content pane.
  5. Select the desired department and click Edit.
  6. Click the Live Chat tab.
  7. In the Custom Field Template field, select the appropriate template from the list.
  8. Click Save.
All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 10.x

Create Custom Fields
To create custom fields, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Custom Fields folders in the navigation pane.
  4. Click Field Definitions. A list of available field definitions will load in the content pane.
  5. Click New.
  6. Complete the following required fields: Field Identifier and Data Type. NOTE: If the data type is a drop-down menu, make sure the default value and any other options are filled out.
  7. Click Save.

All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

Assign Custom Fields
To use a custom field, it needs to be assigned to a template. To assign it to a template, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Custom Fields folders in the navigation pane.
  4. Click Templates. A list of available templates will load in the content pane.
  5. Select the desired template and click Edit.
  6. Click the Field Definitions tab.
  7. Click Add Field.
  8. Select the custom field to be added from the list. If you want to change the display name for this custom field, edit the Display Name field. Edit the Visibility field only if you want this field to be visible to certain user types (Everyone, Users, Agents or None).
  9. Click OK.
  10. Click Save.

All other settings are optional. For more information, please refer to the Templates page in the SmarterTrack Online Help.

Assign Template to Department
To assign a template to a department’s live chat settings, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Departments. A list of available departments will load in the content pane.
  5. Select the desired department and click Edit.
  6. Click the Live Chat tab.
  7. In the Live Chat Template field, select the appropriate template from the list.
  8. Click Save.

All other settings are optional. For more information, please refer to the Departments page in the SmarterTrack Online Help.

 

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