Can I add additional fields to my pre-chat form?
Natively it's not possible to add additional fields to the pre-chat form. Chat is only able to save a limited amount of information and not all of it is added to the created ticket. For example, tags and visitor information are added to the created ticket, but the visitor notes are not. If you need to collect more information than is available on the standard pre-chat form or you want more information added to the created ticket you will need to build a custom widget.
Web Widget (Classic), Chat-only Web Widget (Classic), and Legacy Chat widget all come with a standard pre-chat form that allows for only minor customization. You can use the Web SDK to add additional fields to the pre-chat form and render the values of these fields using a custom-built chat app.