Purpose and Features
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.
With the latest enhancement:
Agents can now send the information displayed in the Custom Fields section to a designated service defined by the operations team via a single button.
Before sending the data, agents have the flexibility to modify field values or send them as they are.
This enhancement is fully compatible across all chat types (Web Chat, WhatsApp, Instagram, etc.).
This enables agents not only to view data during the conversation but also to directly interact 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
Using the Setting in Click2Connect Web Chat
In the System Administrator panel, navigate to Click2Connect > Chat > Custom Fields and activate the "Send Variables to Service" setting.
Then, select the service to which the information will be sent.
Using the Setting in Chat Widgets (WhatsApp, Telegram, HTTP API, etc.)
In the System Administrator panel, go to Chat Widget > Custom Fields and enable the “Send Variables to Service” setting.
Then, select the service to which the information will be sent.
How the Setting Appears on the Agent Screen
If the agent wants to send the information in the custom fields to the service without making any changes, it is sufficient to simply click the “Send” button.
However, if the agent has made any changes to the information in the custom fields, they must first save the updated information by clicking the “Save” button, and then click the “Send” button to send the data to the service.
