How can I get contact fields to be bypassed from the chat launch form?

Environment:

Chat
Oracle B2C Service

Resolution:

The ONLY contact fields that will work on the chat launch forms, regardless of the chat request source, are the contacts first name, last name, and email address. All other fields used on the chat launch form must be incident fields.

As a possible workaround, if you want to add additional information to your chat launch page (ie: contacts phone number), you can create an incident custom field and store the entered information (ie: phone number) into the created custom field. You would then need to use a Custom Process or a different customization to copy the custom incident field over to the contact field.

For information on how to add custom fields to the chat form, refer to the following articles:

• For Customer Portal pages - Answer ID 7878: Passing custom fields from a chat launch URL to a resulting chat and incident
• For Chat Inlays - Inlay Registry > Documentation > Inlays > Embedded Chat
• For WCFS - Answer ID 12816: Using Custom Fields in the Web Chat for Service widget