Manage Chat Forms
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.
Read this article to learn more about Chat Fields.
Adding New/Existing Fields
Follow these steps to add new or existing fields:
- Open the Chat Forms page and click the Add button.
- Select Existing to add an existing field for the selected brand or select New to add a new field for the selected brand.
- 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.
Note: The field is only removed from the selected brand, but it is not permanently deleted.
Visitor Fields
Visitor Fields are system fields used when a visitor (a user who has not submitted an email) initiates a conversation.
Note: We cannot add custom fields in Visitor Fields.
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:
| Field Type | Description | Operators |
|---|---|---|
| Check box | Field is displayed based on the selected value. | Is |
| Radio Button | Field is displayed based on the selected value. | Is |
| Dropdown (single-select) | Fields are displayed based on dropdown values. | In, Not in |
| Dropdown (multi-select) | Fields are displayed based on multi-select values. | In |
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:
- Open the Field Dependencies page and click the Add Field Dependency button.
- 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.
- A parent field can have multiple child fields, but a child field can only have one parent field.
- There are options to edit, deactivate, or delete a field dependency.
- You can also reactivate a deactivated dependency.
Mapping Field Dependency
To map a child field to a parent field:
- Select a parent field from the right panel.
- 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.
To access the Fields and Forms module, an agent must first enable the Manage Fields and Forms permission checkbox.
