Why aren't all my custom fields appearing as options in my AI agent for messaging (Legacy)?

Question

I want to add custom fields to the Transfer step using AI agents for messaging (Legacy). Why aren't all my custom fields appearing as options?

Answer

There are multiple reasons why your field will not appear:

To add custom fields to your bot, do not use Transfer to agent.
Use Ask for details instead.

Not all field types are supported by the bot, only Drop-Down and Text fields.
If you use other field types, recreate your custom fields in the Drop-Down or Text field type.

Ensure end users have access to your field by editing the field:
Verify your Permissions > Select Customers can edit > Save

Verify that you added the field to your ticket form

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.