Create and Use Custom Fields in Live Chat

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

System administrators have the ability to create Custom Fields that can be used for tickets or live chats to gather additional data from Users or Agents. Custom Fields can be added to ticket or live chat templates so that information is captured BEFORE either is submitted to an Agent, or be Agent-only, meaning that Agents are the only ones who see the Custom Field and, therefore, are the only ones who can fill them out. 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 ticket or live chat template, and
  3. Assigning the template to a Department.

These steps are explained in more detail below.

Create Custom Fields

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Custom Fields. A list of available fields will load in the content pane.
  4. Click the Add button in the content pane toolbar. The Custom Field modal window will open.
  5. Complete the following required fields: Field Name, Applies To, Data Type and Default Value. NOTE: If the data type is a drop-down menu, make sure the default value and any other options are filled out.
  6. Once the field is set up, click the Save button.
 
Assign Custom Fields to Templates
In order to use a Custom Field, it needs to be assigned to a ticket or live chat template.  To assign it to a template, follow these steps:
  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Custom Fields
  4. Click the Templates tab. A list of available templates will load in the content pane.
  5. Select the desired template and click the Edit button.
  6. Click the Field Definitions tab.
  7. Click the Add button.
  8. Select the Custom Feld to be added from the list. If you want to change the Display Name for the Customer Field you select, simply click the Edit button and change 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 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. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Live Chat.
  4. Click on the Departments tab. A list of available departments will load in the content pane.
  5. Select the desired Department and click the Edit button.
  6. On the Options tab, select the appropriate template from Custom Field Template dropdown list.
  7. Click Save.
All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

 

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