Can I add additional fields on my pre-chat form?

Question

Can I add additional fields to my pre-chat form?

Answer 

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.

Note: The Web SDK is no longer undergoing further development since September 22nd, 2021. If you're looking for a more versatile solution with added functionality make the switch to messaging and take advantage of Sunshine Conversations.

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom code. Post any issues you have in the comments section or try searching for a solution online.