With chatflows, you can now map user inputs to custom ticket and user fields. By doing so, a chatbot can extrapolate submitted user inputs and populate custom user and ticket fields. This can help agents by automating data population within these fields.

Currently, data mapping is supported for the following chatflow interactions in the User Inputs category:

1. Email Address

2. Phone Number

3. Text

4. Dropdown

5. Date Time

6. Number

7. Yes/No

8. Link

🔔 There are 2 requirements for mapping chatflow inputs to custom ticket and user fields.

• In order to map data to a ticket or user field, a ticket needs to be generated via the Pass to Agent interaction. If a ticket is generated without a Pass to Agent interaction, then the data will not be mapped to the configured user or ticket fields.

• You must create custom user and ticket fields before assigning them to chatflow interactions in the canvas.

Mapping Data to Custom User Fields

• Admins may want certain user metadata stored in a Custom User Field that persists across all tickets for that user.

• For example, if an admin configures an Email node to collect a user's secondary email address during a chatflow, agents can view this secondary email address in all of the user's tickets through a custom user field.

Setup

To map a chatflow interaction to a custom user field, first create a custom user field that matches the required data type shown in the table below. Then select the "map to custom user field" radio button, choose the appropriate field from the dropdown menu, save your configuration, and ensure the chatflow path connects to a pass to agent node.

🔔When creating a custom user field for data mapping, you MUST ensure the Agent only field toggle is disabled.

Mapping Chatflow Data to Custom Ticket Fields

• To map chatflow data to a specific ticket, admins must create a Custom Ticket Field that matches their desired data type (e.g., text node requires a text ticket field).

• Using Custom Ticket Fields keeps ticket-specific data separate from user data. For example, when users submit multiple tickets with different tracking numbers, those numbers won't appear in every ticket they create, as they would with a User Field.

Setup

To map a chatflow interaction to a custom ticket field, first create a custom ticket field with the matching data type shown in the table below. Then, select the radio button to map to a custom ticket field, choose from the compatible options in the dropdown menu, save your configuration, and ensure the chatflow path connects to a pass to agent node.

🔔When creating a custom ticket field for data mapping, you MUST have both the Agent and User Form boxes ticked.

Mapping to Neither Ticket nor User Field

You can choose not to map user inputs to any ticket or user field. If you select None for mapping, the user's submissions will be stored in the chatflow history. Agents can view this information in the conversation page after ticket creation, rather than in ticket or user fields.

Mapping Interactions to Compatible Field Types

Nodes can only be mapped to the associated custom field type. The table below lists compatible field types you can use for chatflow interactions.

User Input Interaction	Compatible Field Types
Email	Single-Line Text, Multi-Line Text, Hidden
Phone Number	Number, Single-Line Text, Multi-Line Text, Hidden
Text	Single-Line Text, Multi-Line Text, Hidden, URL
Dropdown	Single-Line Text, Multi-Line Text
Date only	Date
Date & Time	Date Time
Number	Number, Single Line Text, Multi Line Text, Hidden
Yes/No	Toggle
Link	URL, Single-Line Text, Multi-Line Text, Hidden