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. This form can collect a limited amount of information, and not all of this information is saved in the ticket. For example, tags and visitor information are added to the ticket, but the visitor notes are not. If you need to collect more information than what is available on the standard pre-chat form or if you want more information added to the ticket, you will need to build a custom widget.

Web Widget (Classic), Chat-only Web Widget (Classic), and Legacy Chat widget  come with a standard pre-chat form that allows minor customization. Moreover, 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: Since September 22nd 2021, the Web SDK is no longer undergoing further development. If you're looking for a more versatile solution with added functionalities, 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 encounter in the comments section or try searching for a solution online.