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Custom properties are extra fields you design yourself. They sit beside a chat so your team can keep customer details in one place instead of in a spreadsheet.

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How it works

You group fields into sections. Examples: an “Account” section with plan and renewal date, or a “Billing” section with a tax ID and invoice file. Chat fields and ticket fields are managed separately. This page covers chats. For tickets, see ticket custom properties.

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Field types

  • Text: free typing, such as a company name.
  • Date: a calendar date, such as a renewal day.
  • File upload: attach a document.
  • Single select: choose one option from a list.
  • Multi select: choose several options.
  • Dependent dropdown: a list where the first choice changes the next list, such as country, then city.

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Create a property

1

Open custom properties

Go to your settings and open Custom Properties.
2

Choose the chat tab

Make sure you are on the chat fields, not the ticket fields.
3

Add a section

Name it after the kind of details it holds.
4

Add a property

Inside the section, name the property, pick a type, set any options, and save.

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Fill in values

Open a chat and go to its properties in the side panel. Fill in or edit the fields.

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Keep it tidy

  • You can reorder sections and move properties between them.
  • You can filter your chat list by a property value, for example to see all customers on one plan.
Start with the three or four fields your team really needs. Add more only when someone asks for them.