Add custom fields to the Chat Widget contact form

The Chat Widget contact form supports the standard fields Name, Phone or Email, and Message, plus the custom contact fields you add. At least one of Phone or Email is required to create a contact, and Phone is the default if you attempt to remove it. Custom fields let you collect the details your organization needs from visitors beyond the standard fields.

Custom field types

Custom fields on the contact form can use any of these types:

• SINGLE LINE

• MULTI LINE

• MONETARY

• NUMERIC

• PHONE

• DATE PICKER

• DROPDOWN (SINGLE)

Limits and required-field behavior

• A widget can contain up to five total fields, including the standard fields and any custom fields.

• Either Phone or Email must remain on the form; Phone is the default if you attempt to remove it.

• Standard fields are mandatory when they are added.

• Custom fields can be marked required, and required fields show an asterisk in the widget.

• Visitors cannot submit the form until every required field is complete.

• Required-field enforcement applies when a visitor starts a conversation through the widget contact form and when an agent requests contact details during an active conversation.

• Existing widgets stay unchanged unless you mark fields as required.

To gather visitor details before a live chat starts, see Collect visitor details before live chat starts.

Validation and phone fields

Phone and email values are checked as visitors complete the form: phone fields validate by country code, and email fields validate format.

• When the form includes two or more phone fields, visitors can select a country code.

• Only one country flag can be selected across all phone fields on the form.

• Changing the flag in one phone field automatically updates the other phone fields.