Webex Engage facilitates client admins to configure and manage the custom fields. Once configured, agents can use these custom fields to add additional information to customers profile and chats (on Webex Engage). After mapping these values, agent can even use them to search for chats.
The client admins can configure Profile Custom Fields and Chat Custom Fields.

Profile Custom Fields

The client admin can configure profile custom fields that can be used by agents to add additional information to a customer's profile on Webex Engage.

Add Profile Custom Field

Follow these steps to add a profile custom field:

1. Go to Admin Console > Settings > Custom Fields > Profile Custom Fields.
   The following screen appears.

2. Click Add a Field. The following screen appears.

3. Enter Name, Regex (Optional), and Description (Optional).

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Note:

• The Name field allows ≤ 50 characters.
• The Description field allows ≤ 250 characters.
• Only @#$&_:"' special characters are allowed while configuring custom field parameters.
• Client admin can restrict custom fields for a selected list of teams.

4. Click Submit (to choose only Optional Fields).
5. If you enable Mandatory toggle, the following options appear.
   This section allows client admins to configure (select) teams to whom they want to enforce mandatory fields Before Sending Messages or Before Closing the Chats.

6. Select the check boxes (Before Send and Before Close) beside each team.
7. Click Submit. You will navigate to following screen.

Chat Custom Fields

Client Admin can configure chat custom fields that can be used by agents to add additional information to a chat on Webex Engage.

Add Chat Custom Fields

Follow these steps to add a chat custom field:

1. Go to Admin Console > Settings > Custom Fields > Chat Custom Fields.
   The following screen appears.

2. Click Add Custom Field. The following screen appears.

3. Enter Name, Regex (Optional), and Description (Optional).

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Note:

• The Name field allows ≤ 50 characters.
• The Description field allows ≤ 250 characters.
• Only @#$&_:"' special characters are allowed while configuring custom field parameters.
• Client admin can restrict custom fields for a selected list of teams.

4. Click Submit, to choose only Optional Fields.
5. If you enable Mandatory toggle, the following options appear.
   This section allows admins to configure (select) teams to whom they want to enforce mandatory fields Before Sending Messages or Before Closing the Chats.

6. Select the check boxes (Before Send and Before Close) beside each team.
7. Click Submit.

Edit Chat/Profile Custom Field

To edit a chat/profile custom field, click Edit icon in the actions column of specific field name, edit the required fields and click Submit.

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Note:

Webex Engage does not allow client admins to edit Field Name.

Delete Chat/Profile Custom Field

To delete a chat/profile custom field, click Delete icon in the actions column of a specific field name. A confirmation message appears on the screen.

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Note:

Webex Engage does not allow client admins to delete the profile custom fields /chat custom fields that have been used on chat or a profile.