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Customer Fields

Open Settings → Customer Fields under Tickets & Routing to choose which customer-linked resource fields appear in chats. Every selected field becomes a chat filter; the first field is highlighted on customer conversations.

Select and order fields​

  1. Find a field in Available resource fields, using Search resource fields if needed.
  2. Drag it into Customer chat fields.
  3. Reorder selected fields by dragging. The first receives the Highlighted label; all selected fields receive the Filter label.
  4. Drag a field back to the available list to remove it from the selection.
  5. Click Save changes to apply the selection and order, or Discard to restore the saved values.

Only dropdown fields with configured options and Yes/No fields from resources linked to customers are eligible. This page selects existing resource fields; use Ticket Fields for ticket disposition fields.