Manage Chat Fields
BoldDesk offers flexible configuration options for chat fields, allowing you to customize your chat experience. You can create dynamic, custom fields to gather additional information during a live chat session.
In addition to adding custom fields to chat, BoldDesk supports Field Display and Field Dependency configurations within the chat module:
- Field Display – Shows or hides specific fields in the chat form based on predefined conditions.
- Field Dependency – Establishes a parent-child relationship between fields, such as linking a dropdown for “Country” to dynamically display relevant “State” options. Field dependencies are not applied during automated actions or email-based interactions.
By customizing chat fields, you can ensure that the right information is collected in real time, enhancing your support workflows.
Different Types of Fields
The following are the modules in which fields and forms are supported:
- Chat Module – A collection of system and custom fields in the agent portal used to capture chat details.
- Visitor Module – Supports only system fields, which are used to capture key visitor details (users who start a conversation without submitting an email through a form).
Custom Field Types
The following custom field types are supported in BoldDesk:
| Field Type | Description |
|---|---|
| Textbox (single line) | Max supports 255 characters |
| Textbox (multi-line) | Max supports 1500 characters |
| Checkbox | Select or Unselect field |
| Yes/No | Boolean field |
| Date | Date selection |
| Date Time | Date and time selection |
| Numeric | Accepts numeric values |
| Decimal | Accepts decimal values |
| Dropdown (single-select) | Allows selection of a single option |
| Dropdown (multi-select) | Allows selection of multiple options |
| Regex | Custom validation using regular expressions |
| URL | Accepts URL inputs |
Chat Fields
Chat fields are a set of default and custom fields used during a live chat interaction to collect or display information.
Types of Chat Fields
- System Fields – Predefined fields that cannot be modified or deleted, except for a few fields (e.g., Visitor Name, Email, and Chat Rating).
- Custom Fields – User-defined fields created to collect additional information during a chat session.
Using Chat Fields
Steps to Access Chat Fields
- In the Agent Portal, navigate to the Admin Center.
- Toggle to Chat.
- Select Fields and Forms and click Chat Fields.
Creating a Chat Field
To create a new chat field:
- Go to the Chat Fields page.
- Click Add Chat Field.
Factors to Consider When Creating a Custom Field
- Field Type – Choose a field type from the list of supported custom fields.
- Label for Agent Portal – Name of the field displayed in the Create Chat Form and Chat Properties in the agent portal.
- API Name – A unique identifier for the field that can be used for fetching or updating data via API.
- Note Message – Provides additional information about the field.
- Note Message Display – Displays the note message below the field or as an info icon.
Below the Field
Info Icon
The above properties are common to all custom field types.
- Checkbox & Yes/No Fields – Allows setting a default value as Checked/Unchecked or Yes/No.
- Regex Fields – Supports validation using the ‘Validation Regex’ property.
Allows to test the value using the ‘Test Sample Value’ property.
Field Configuration in the Agent Portal
Dropdown Option Values
For Dropdown-type custom fields, option values can be added as comma-separated strings.
Key Considerations for Dropdown Option Values
- Option values can be renamed or deleted.
- Deleted option values cannot be restored.
- Option values can be reordered via drag-and-drop or sorted alphabetically.
- A default value can be set, so it is pre-filled when the form loads in the Agent or Customer Portal.
Default values can only be added for the Dropdown (Single-Select) field type.
Managing Custom Fields
Deleting a Custom Field
- Custom fields can be edited or deleted.
- When a field is deleted, it is removed from chat fields and chat forms.
Activating/Deactivating a Custom Field
- Custom fields can be activated or deactivated.
- When deactivated, the field is hidden in the agent portal until reactivated.
- Deactivated fields are marked as “Inactive” and can be reactivated when needed.
To access the Fields and Forms module, an agent must first enable the Manage Fields and Forms permission checkbox.
