Chat forms are brand-specific collections of chat fields that appear in the right-side panel of a conversation. They help capture and organize key information tailored to each brand’s needs.

This article explains how to successfully create a chat field and add it to a chat form.

Creating a chat field

Before adding a Chat Field to a Chat Form, start by creating it using the steps below:

1. Navigate to Admin > Chat > Fields > Chat Fields.
2. Click Add Chat Field.
3. Enter the required details such as:
   • Field Type (e.g., Regex, single-line text, checkbox, dropdown)
   • Label for Agent Portal
   • Label for Chat Widget
   • Any other necessary configuration (default value, mandatory, visibility, etc.)
4. Click Add Field to save the field.

Once created, the chat field will be available to add to any chat form as needed.

Ways to add a chat field to a chat form

You can add a chat field to a chat form in two ways:

1. Map an existing Chat Field to a Chat Form.
2. Create and map a Chat Field directly via Chat Form.

Map an existing chat field to a chat form

After creating your chat field, follow the steps below to map it to a chat form:

1. Navigate to Admin > Chat > Fields > Chat Forms.

2. Select the desired brand from the brand dropdown button as indicated in the image.

3. Click the Add Field dropdown and choose Existing.

4. Select the Chat Field you want to include in the Chat Form and click Add.
   

   
   
   

Create and map a chat field directly via chat form

Use the steps provided below to create a new chat field and immediately add it to a chat form:

1. Navigate to Admin > Chat > Fields > Chat Forms.
2. Select the appropriate brand from the brand dropdown button as indicated in the image.
3. Click the Add Field dropdown and choose New.
4. Enter the required details and click Add Field.

The new chat field will be created and automatically added to the selected chat form.

FAQs

1. Can I create different Chat Forms for each brand?
   Yes. Chat Forms are brand‑specific. Select the brand from the brand dropdown in Chat Forms and configure fields per brand.

2. Can I reuse the same Chat Field across multiple brands?
   Yes. Create the field once in Chat Fields, then map it to any brand’s Chat Form using Add Field → Existing.

3. Can I change the field order shown to agents?
   Yes. In Chat Forms, drag fields to rearrange the order. The order controls how fields appear in the conversation side panel.

4. Can I make a Chat Field mandatory for agents?
   Yes. When creating or editing a Chat Field, set Mandatory. Agents will be prompted to fill it when required by your process.

Related Article

• How to Manage Fields and Forms