Admins set up Custom Chat Fields which enable you to record extra information about Chats.

Chat Fields can be applied as a mandatory User or Agent fields.

If a Custom Field is set up as requiring User Validation it means the fields will be added to the pre-chat form so Users will have to enter values for the field before they can initiate a Chat.

And if a Custom Field requires Agent Validation it will require an Agent to enter values for the field during or after the Chat.

In this example, Company and Urgency are custom fields:

When you are on a Chat Ticket you will find the custom fields on the Chat tab within the Ticket Properties Pane.

If you are required to enter a value for a field you will be able to click into the field and enter an answer.