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Creating custom fields to be used with chat sessions
Answer ID 522   |   Last Review Date 01/22/2019

How can I configure Chat to include custom fields to be filled out when requesting a live chat session?

Environment:

Custom Fields for Chat

Resolution:

You can configure Oracle B2C Service to request specific custom chat fields before a chat session is started. The chat fields are actually incident custom fields that are enabled specifically to be visible on the end-user pages for requesting a chat or phone callback.

When Chat is enabled you can configure incident custom fields to display when a chat session is requested from the Chat Help page. Additional check boxes display in the Visibility section that allows the field to display for use with Chat.

Therefore, with Chat enabled, to create a custom field for use with Chat, create or edit a custom incident field. Look in the Visibility section and you will find two additional check boxes for Chat. Enable the appropriate check box as with other custom fields, you can also enable the 'Required' check box to make the field required when your customer requests a chat session.

For more information, refer to the published information below:

Answer ID 1131: Field Descriptions when Adding Custom Fields

Answer ID 7878: Passing custom fields from a chat launch URL to a resulting chat and incident

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