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

9 Replies

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1
Rod Lasky Replied
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
0
Nick Brodt Replied
Hi Rod,

Thank you for your response.

In the templates tab, there are 4 options:

Required by Users
Required for Agents to save or send
Required for Agents to close tickets
Show in communication view

However, I am looking for a different option - to send a value behind the scene without a user filling out a textbox. Is this possible?

Nick
1
Andrea Rogers Replied
Employee Post Marked As Answer
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
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
Nick Brodt Replied
Hi Andrea,

Thank you for your help. I followed your steps. The agent will see the field "website" with a value NA. How do I fill in the field behind the scenes. Is it possible to change the script which I get from the "website integration" tab to something like website=mywebsite.com?
0
Andrea Rogers Replied
Employee Post
I'm not terribly technical, so unfortunately, I'm not positive whether you're able to change that script or not.. As far as filling in the custom field though, an agent would click on the Custom Field tab when viewing the live chat to add the website info. That website will then be displayed on the Communication tab to all other agents who view the chat.

Andrea Rogers
Customer Operations Manager
SmarterTools Inc.
877-357-6278

www.smartertools.com

1
Nick Brodt Replied
Is it possible for an agent to see the url of the page where the customer is starting the chat?
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Nick Brodt Replied
Is it possible for an agent to see the url of the page where the customer is starting the chat?
0
Adam De Lay Replied
Nick,

Were you ever able to figure this out? I'm in the same situation where I would like to pre-fill the website address before the agent takes the chat.
0
Nick Brodt Replied
Hi Adam

We are not using the chat feature right now.

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