Custom Fields are essential for gathering additional information from visitors during the Livechat registration process, before initiating a conversation or for defining extra properties for a visitor/room. They can be applied to either a Visitor(contact) or Room(chat session).
By default, the Livechat registration form includes these standard fields:
Name
Email
I need help with... (Department).
Setting custom fields can help you retrieve more detailed information from visitors during the registration process.
Access Omnichannel custom fields
To access the Custom Field menu:
Navigate to Manage
> Omnichannel > Custom Fields. A list of all the existing custom fields is displayed.
Create Omnichannel custom field
To add a new custom field:
Click the Create custom field button.
Fill in the following details:
Field
Description
Field *
The internal name or key of the field (e.g.,
account_type).Label *
The display name of the field displayed in the registration form.
Scope
Defines what the custom field property is associated with.
Visitor: Available as an Omnichannel contact’s property for the visitor.
Room: Available as a property for the specific Omnichannel room (chat session).
Visible
When enabled, the custom field is displayed in the contact’s details for agents.
Searchable
Allows searching in the Omnichannel Contact Center using the value of this custom field.
Validation
Use regular expressions to validate the format of the entered value.
For example, entering
^[a-z]+$ensures the field only accepts lowercase letters. Any other characters will display an error message.
Required
When enabled, this field is set as mandatory on the Livechat registration form.
Type
Select the input type for this field.
Input: Standard text entry field.
Select: Dropdown menu with pre-configured options.
Default value
Enter a default value for the field.
Options
If Type is set to Select, provide a comma-separated list of selectable values. Don’t add spaces between each option.
Public
If enabled, the custom field will be displayed in external applications, such as Livechat registration form.
When a custom field is created, visitors can fill in its value through the Livechat registration form. The submitted values are then displayed to Livechat agents.
Edit Omnichannel custom field
To modify an existing custom field:
On the Custom Fields screen, click the custom field you want to edit.
A panel is displayed for you to edit the custom field details.
Click Save to apply your changes.
Delete Omnichannel custom field
To delete a custom field:
On the Custom Fields screen, find the custom field you want to remove.
Click the delete icon
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on the right next it.
Additionally, you can also set values for custom fields using the Omnichannel API endpoints or the Livechat widget API.