How can I add or customize fields on chat_launch page?

Environment:

Customer Portal
B2C Service Chat

Resolution:

Chat launch page contains several fields that are used to collect useful end-user information like 'last name' or 'email address'. Both the label and whether if these fields are required or not can be modified.

NOTE:  To access the Customer Portal files, a WebDav connection must be first established.  Please refer to Answer ID 2600: Configuring WebDAV connection to access the Customer Portal.

Field labels are controlled by the following message bases:

SUBJECT_LBL
LAST_NAME_LBL
FIRST_NAME_LBL
EMAIL_ADDR_LBL

In order to change the field labels,simply edit the above message bases. For additional information, refer to the 'Working with the Message Bases editor' section in online documentation for the version your site is currently running.

If you would like to make a field required, you will need to add the required="true" attribute as seen in the below example:

<rn:widget path="input/FormInput" name="Contact.Name.First" label_input="#rn:msg:FIRST_NAME_LBL#" required="true"/>

Extra fields can also be added to the chat_launch page,for example products and categories. In order to achieve this, you will need to place the bellow code on the page:

<rn:widget path="input/ProductCategoryInput" name="Incident.Product" />
<rn:widget path="input/ProductCategoryInput" name="Incident.Category" />