Custom Fields in Omnichannel allow you to capture additional information about your visitors and their chat sessions, giving your team the detailed context needed to provide effective service.
You can use custom fields in two primary ways:
Pre-chat registration
Collect supplementary information from visitors during the Livechat registration process. This helps you gather data beyond the required fields in the Livechat registration form.
Defining additional properties
Assign extra properties to either a visitor or livechat room:
Visitor (Contact): Set properties related to a visitor when editing their contact profile.
Room (Chat session): Add more specific details to a chat room when editing the room details.
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.When a manager or agent sets a value in the workspace that doesn’t match the pattern, an error message appears, preventing the data from being saved.
However, if a visitor enters invalid data through the Livechat registration form, no error message is displayed. The chat is initiated successfully, but the custom field will not be registered.
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 to it.
Additionally, you can also set values for custom fields using the Omnichannel API endpoints or the Livechat widget API.