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Step 8: Customising Contact profile fields

Collecting basic contact information about your customers during a chat

When gathering information about your chat visitors during a chat, you can choose what pieces of information you'd like to collect by default in a form that appears alongside the chat area. Choose here your default contact fields to make them available in the forms. Click the Show more link to expand the full list.

 Three steps:

  1. In the left hand navigation, click on the Forms section of your organization

  2. Click on the form Contact Profile

  3. Toggle on and off the desired contact fields.


What it looks like in the agent console during a chat

In the screenshot below, only four contact fields were selected - First Name, Last Name, Email and Phone: 

Contact form
Selecting Contact fields will allow them in the forms, but not make them mandatory.

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