Question
I want to add custom fields to the Transfer step using of the bot builder. Why aren't all my custom fields appearing as options?
Answer
There are multiple reasons why your field will not appear:
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To add custom fields to your bot, do not use Transfer
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Use Ask for details instead
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Not all field types are supported by the bot, only Drop-Down and Text
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If you use other field types, recreate your custom fields in the Drop-Down or Text field type
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If you use other field types, recreate your custom fields in the Drop-Down or Text field type
- Ensure end users have access to your field, by editing the field > Verify your Permissions > Select Customers can edit > Save
- Verify that you added the field to your ticket form
This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.
17 comments
Brett Bowser
7305704720410 and David. Thanks for reaching out in this article! It's difficult for our PM's to keep track of feedback across all our articles so I would recommend creating a feedback post in the following topic in our community since that's the primary place our product managers are monitoring: Feedback - Zendesk AI and automation
Let me know if you have any questions!
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Sai Karri
The biggest issue apart from not having other field types is the dropdown field. The dropdown fields are not even visible at the transfer step in order to set existing variables against the dropdown fields values. Only text fields are visible!
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David
4550610641306 Do you have an update on when this feature will be available? Regex fields would be incredibly useful for us, and we would appreciate an update on the status of this project.
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Leo Ostigaard
4550610641306 You mentioned the expected time of arrival for adding regex, number and date fields to the “Ask for Details” step was H1 of this year? Do you have an update on when they will be available? This is causing a major pain point for our team
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Sai Karri
4550610641306 Any update on this feature launch? to include other data types especially numeric, REGEX. It is really the need of the hour given it is important to do validation of customer inputs using REGEX
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Samuel St-Onge
Hello,
We currently rely on a numeric field for order numbers within our reports and processes in Zendesk. Our order number contains 8 digits. We also request tracking numbers and other numerical responses.
However, this limitation is proving to be a significant obstacle.
The proposed solutions do not seem to offer a viable solution to address these issues.
Once a field type is set, it cannot be edited later. Creating new fields would disrupt the functionality of most of our reports.
Are there any upcoming plans to include the capability of adding a basic numeric field to the bot in the near future?
Thank you.
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Cheeny Aban
I created a ticket on your behalf, so that one of our Support Engineeers will be able to further check your account and troubleshoot the issue for you!
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Dieter Ordonez
Hello,
I can't find my custom user fields to show on the dropdown menu when selecting an option to get from the user as an input. I've made sure that the field type is text but I only get EMAIL and NAME to be asked from my user.
How can I resolve this? thanks
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Joyce
Thank you for the feedback. The information about the allowed field types can be seen in the Ask for details step of the Bot builder.
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Naomi Greenall
Could you clarify somewhere in bot builder that you can only add text or drop-down custom fields? I feel frustrated as a customer that I had to search for this contingency in a small article. I feel this question could be deflected by including in an asterisk explaining this small sentence in bot builder. Instead I have to search for this weird rule you have set in place. This just wasted me about 230 minutes of my day searching how to do it on my own when it could very easily be explained below the Fields section in bot builder.
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