Custom fields can be added to receive additional information from visitors during registration before initiating a Livechat conversation or used to set other properties of a visitor/room. They can be set upon a Visitor or Room.
To access this menu, go to Administration > Omnichannel > Custom Fields. You can View, Create New, Edit, or Delete an existing field here.
The Livechat registration form has the Name, Email, and I need help with…(Department) fields by default.
Create Omnichannel custom field
To create a new custom field, click Create custom field, and enter the following information:
Field: Enter the desired field that you want to add to your Livechat registration form. For example, last name.
Label: The label of the field.
Scope: A dropdown for you to set the scope of the custom field.
Visitor: If the visitor option is selected, the field will be available as an Omnichannel visitor's property
Room: When selected, the field will be available against an Omnichannel room.
Visible: Select whether the custom field is displayed in a contact’s details.
Searchable: This lets you set if searching in the Omnichannel Contact Center can be done with the custom field.
Validation: Validate the values entered for the custom field using regular expressions. For example,
[a-z]. This means that the custom field only accepts lowercase letters. Any other characters will display an error message.Required: When enabled, the field will be set as mandatory.
Type: Choose the input type (
Input/Select) of the field.Default value: Set the default value of the field.
Options: If the Type field value is
Select, enter a comma-separated list used to select a pre-configured value. Spaces between elements are not accepted.Public: If enabled, the custom field will be displayed in external applications, such as Livechat.
When a custom field is created and made public, visitors can enter the values from the contact form. The values are displayed to the Livechat agents.
Edit Omnichannel custom field
To edit an Omnichannel Custom Field:
Click on the field you want to update.
A section is opened with all the current details of that field, which can be modified. Update the field and click Save.
Delete Omnichannel custom field
To delete an Omnichannel custom field, click on the delete icon on the right of the field from the custom field list.
You can also set values for custom fields using the API endpoints or the livechat widget API.