Why aren't all my custom fields appearing as options in the bot builder?

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  • Andres

    So I can't capture a phone number or any other filed that is a number? That is super-unhelpful. A few of the most important questions I have for users are numbers, in addition to phone number I need to know some other fields that ore numbers. Are you adding that simple capability?

  • Christine
    Zendesk Engineering
    Hi Andres,

    The bot builder only supports text and drop-down fields. Numeric fields and regex fields aren't supported. See below for alternative options to this.
    As a workaround, if the numeric values can be predefined, use the Present options step of the bot builder or use a custom drop-down field combined with the Ask for details step of the bot builder.
    • The Present options allows the bot to display up to ten values. See the images below as an example.
      config_options.pngpreview numeric preset in bot builder
    • A drop-down list combined with the Ask for details step allows the bot to display more values than the Present options. See the images below as an example.
    custom field settingsask_for_details_in_the_bot_builder.png
    For more information, see the article: About bot builder.
  • Gin Atkins
    Zendesk Product Manager

    Hi Andres,

    Thanks for the feedback. Discovery for adding new fields to this step is starting in Q4, starting with regex, number and date.

    No exact ETA when it will be delivered yet, but it would be expected in H1 next year.



  • 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. 

  • Joyce
    Zendesk Customer Care
    Hello Naomi,
    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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