In BoldDesk, chat forms are used to collect details about the conversation and the user. Chat forms are a collection of predefined chat fields that can be used when updating the chat. You can add, remove, or reorder the chat fields in a form.

This article covers the following topics:

• How to add fields to chat forms?
• How to reorder chat fields?
• How to remove chat fields?
• What is Visitor field?
• Field display conditions
• Field dependencies
• How to map chat fields with display conditions?
• How to remove field dependencies?

Adding Fields to Chat Forms

You can add fields to chat forms in two ways:

• By adding a new field – Create a custom field and include it in the chat form.
• By adding existing fields – Select predefined chat fields from the chat fields module.

Adding New/Existing Fields

Follow these steps to add new or existing fields:

1. Open the Chat Forms page and click the Add button.

2. Select Existing to add an existing field for the selected brand or select New to add a new field for the selected brand.
   

   
   
   
   
   
   

3. You can select multiple fields when adding existing fields.
   

   
   
   

Reordering Chat Form Fields

To reorder the fields on the Chat Forms page, drag and drop the fields to the desired position using the reorder icon.

Removing a Chat Field

To remove a custom field:

• Click the Remove icon on the Chat Forms page to remove the added custom field from the selected brand.

  
  
  

• You can also edit a selected chat field from the forms page, which will redirect you to the Chat Fields page.
  

  
  
  

Visitor Fields

Visitor Fields are system fields used when a visitor (a user who has not submitted an email) initiates a conversation.

Field Display Condition

The field display condition enables a field to be visible only when specific conditions are met.

Field Types Supported

The table below summarizes the supported types of fields:

For example, a field called “Agent Id” will be visible only if the field called “Domain” is “Agent”.

• You can add up to 5 conditions by clicking the Add New Condition button.
• If multiple display conditions are added, they will be considered under the “And” condition.

Field Dependency

Field Dependency helps create a parent-child relationship (cascading effect) between two fields:

• The parent field can only be a single-select dropdown.

• The child field can be either a single-select or multi-select dropdown.
  

  
  
  

Creating Field Dependency

To create a field dependency:

1. Open the Field Dependencies page and click the Add Field Dependency button.
2. It has the following three properties:

   • Module – Displays a list of chat modules.

   • Parent Field – Displays a list of fields in a single-select dropdown.

   • Child Field – Displays a list of fields where both single-select and multi-select options are available. The child field is enabled upon selecting the parent field.
     

     
     
     

Mapping Field Dependency

To map a child field to a parent field:

1. Select a parent field from the right panel.

2. Select the corresponding child fields from the right panel.
   

   
   
   

The same field options will be visible in the Agent Portal.

Deleting Field Dependency

You can delete a field dependency by selecting the Delete option.

FAQs

1. Can I add custom fields to Visitor Fields?
   No. Visitor Fields are system‑defined and do not support adding custom fields.

2. Can a child field have two parent fields?
   No. A child field can be mapped to only one parent field in Field Dependencies.

3. Will removing a field from a form delete historical data?
   No. Removing a field from a Chat Form does not delete the field or historical conversation data. It only removes the field from that form layout.

4. Are form fields brand‑specific?
   Yes. Chat Forms are configured per brand. Adding or removing a field from a brand’s form does not affect other brands.

Related Articles

How to Use Field Dependency for Creating a Cascading Dropdown
Understanding Visitors (Unauthenticated Users) in BoldDesk