The Custom Fields feature allows special variables used during chat sessions to be displayed or edited by the agent within the agent interface. These fields may contain customer information, transaction details, or data dynamically generated during the interaction.
Purpose and features
With the service integration:
Agents can send the information displayed in the Custom Fields section to a designated service defined by the operations team with a single button.
Before sending the data, agents can modify field values or send them as they are.
The feature is compatible with all chat types (Web Chat, WhatsApp, Instagram, etc.).
This enables agents not only to view data during the conversation but also to interact directly with operational systems in real time when needed.
Benefits
Agents can perform actions directly from the chat interface without switching between different systems.
Agents can instantly update and send information to the relevant service during the customer interaction.
Operational processes (such as creating requests, updating information, or opening records) can be triggered immediately, improving both efficiency and response times.
Setup
Click2Connect Web Chat
Go to System Administrator > Click2Connect > Chat > Custom Fields and activate the Send Variables to Service setting.
Select the service to which the information will be sent.
Chat widgets (WhatsApp, Telegram, HTTP API, etc.)
Go to System Administrator > Chat Widget > Custom Fields and enable the Send Variables to Service setting.
Select the service to which the information will be sent.
Sending custom fields from the agent screen
To send the information in the custom fields to the service without making any changes, the agent simply clicks Send.
If the agent has changed the information in the custom fields, they must first click Save to save the updated information, and then click Send to send the data to the service.
