Jarred Colli

I'm stuck! I'm only able to include name and email as fields I request in a 'transfer to agent' experience, but I want to be able to ask users to describe the problem they're having. I've attempted to create these custom fields, to make them editable for end users, but they still never appear in the dropdown options for 'transfer to agent.' I've been running in circles through the documentation but nothing makes it clear what I need to do