Adding custom fields to forms

title: Adding custom fields to forms
description: Learn how to add custom fields to your forms to collect structured data from your visitors
keywords: custom fields, form fields, custom questions, form customization
sidebar_position: 4

Custom fields let you collect additional structured information beyond the standard name, email, and message fields. Whether you need to know which department to route to, the urgency level, or specific details about the inquiry, custom fields help you gather exactly what you need.

What are custom fields?

Custom fields are optional, configurable fields you can add to your forms. They appear between the message field and the submit button, and responses are displayed inline with the conversation for easy reference.

Key benefits:

• Collect structured data that fits your specific workflow
• Route conversations more effectively
• Reduce back-and-forth by gathering context upfront
• Maintain a clean, focused form that's not overwhelming

Adding your first custom field

1. Navigate to your form in the dashboard
2. Click the Edit tab
3. Expand the Advanced: Custom Fields section
4. Click Add your first field
5. Choose a field type, add a label, and configure options (if applicable)
6. Click Save field

The field will immediately appear in the Preview tab and on your live form.

Field types available

SupportRetriever supports five field types to cover most use cases:

• Short Text: Single-line text input (e.g., company name, phone number)
• Long Text: Multi-line textarea (e.g., detailed description, requirements)
• Dropdown: Select one option from a collapsible list (e.g., department, product line)
• Radio Buttons: Choose one option with all choices visible (e.g., priority level)
• Checkboxes: Select multiple options (e.g., interested products, affected areas)

See Custom field types reference for detailed guidance on when to use each type.

Configuring a custom field

Each custom field has the following properties:

Label (required)

The text shown above the field on your form. Keep it clear and concise (max 100 characters).

Good examples:

• "Department"
• "What's this regarding?"
• "Priority level"

Avoid:

• Overly technical jargon
• Redundant words like "Please select"

Placeholder (optional)

Hint text shown inside text and textarea fields when empty (max 200 characters). Not available for dropdown, radio, or checkbox fields.

Example: "e.g., Billing, Technical Support, Sales"

Options (required for dropdown, radio, checkboxes)

The choices available for selection fields. You can add up to 20 options per field (minimum: 1 for dropdown/checkboxes, 2 for radio buttons).

Tips:

• Keep option text short and scannable (max 100 characters)
• Order options by frequency of use or logically (alphabetical, priority, etc.)
• Avoid overwhelming users with too many options

Managing custom fields

Reordering fields

Use the up/down arrow buttons next to each field to change the display order on your form.

Editing fields

Click the edit icon to modify a field's type, label, placeholder, or options. Changes apply immediately to new submissions.

Important: Changing field types or removing options won't affect past submissions, but new submissions will use the updated configuration.

Deleting fields

Click the trash icon and confirm to permanently remove a field from your form. Past submission data for that field remains accessible in conversations.

Field limits

You can add up to 10 custom fields per form. This limit ensures forms remain focused and don't overwhelm visitors.

Where custom field data appears

Custom field responses appear in three places:

1. Admin conversation view: Inline with the submission message under "Additional Information"
2. Email notifications: Included in the notification email you receive when someone submits the form
3. Conversation metadata: Stored with the conversation for reference and future reporting

Best practices

• Start small: Add 1-3 fields initially and expand based on actual needs
• Make fields optional: Required fields increase friction and can reduce submissions
• Use clear labels: Avoid internal jargon; use language your visitors understand
• Preview before publishing: Use the Preview tab to see how fields look on mobile and desktop
• Test the full flow: Submit a test form to verify fields work as expected

See Custom fields best practices for advanced guidance.

Common use cases

Support routing

Add a "Department" dropdown to route inquiries automatically:

• Options: Technical Support, Billing, Sales, General

Priority triage

Add a "Priority" radio button field:

• Options: Urgent, High, Normal, Low

Product selection

Add a "Products" checkbox field for users with multiple products:

• Options: Product A, Product B, Product C, Product D

Context gathering

Add short text fields for order numbers, account IDs, or reference codes to reduce back-and-forth.

Related articles

• Custom field types reference
• Custom fields best practices
• Configuring form fields