Can I add additional fields on my pre-chat form?
Chat is only able to save a limited amount of information and not all of it is added to the ticket created upon completion. Tags and visitor information are added to the created ticket, but the visitor notes aren't, for example.
- Web Widget (Classic): Natively it is not possible to add additional fields to the pre-chat form.
- Web SDK: 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 not receiving any new feature since the 22nd of September 2021. If you are looking to build a new custom widget or bot integration, Zendesk recommends you to look at using the Zendesk Sunshine Conversations offerings.
- Classic Chat SDK for Android and iOS: If you use the default UI, you cannot add additional fields to the pre-chat form. You will need to create your own UI if you wish to customize the pre-chat form or collect the information before starting the chat.