How to Set Up Smith.ai Chat Custom Intake Fields

Updated 3 months ago by Kelsey Johnson

Smith.ai Chat includes the following intake fields:

  • First name
  • Last name
  • Email
  • Alt email
  • Phone
  • Alt phone
  • Company
  • Address
  • City
  • State
  • Zipcode
  • Country
  • Website

Our agents collect and confirm first and last name and email address (phone number optional) of your web visitor to initiate a chat. This intake information can also be populated using your chatbot playbook. For example, you can set up your playbook to ask for a company name, and your web visitor's data will include their answer.

You can also create custom intake fields. These can be populated using a chatbot playbook or manually by an agent.

How to set up custom intake fields:

  1. Sign into your Smith.ai Chat account and navigate to “Settings” then “Intake Fields.”
  1. Click on “Question Intake Fields” to create fields with open-ended options.
  2. Add a label and a Key ID for your intake field. The Key ID can be made up of letters, numbers, and underscores only — no spaces.

  1. Click Save to save any new intake fields you created.
  2. Go back to the “Intake Fields” screen and click on “Multiple Choice Intake Fields” to create custom intake fields with limited options.
  3. Here, you’ll need to add a Label, a key ID, and at least two options. 

How to add question intake fields to your playbook:

  1. Navigate to your bot page and click on Playbooks.

  1. Click “Edit” next to the playbook you want to add your new intake fields to.

  1. Create a question step with a Free Text option. Below, you will see an option to “Link this to an intake field”
  1. This will open a list of our set intake fields. Scroll to the bottom to see the custom field options you have created. (You can also choose to add a new intake field here.)

  1. You will then see that it is linked to your intake field. Make sure the step question matches the content of your intake question. E.g. ask “What is your ticket number?” for the “Ticket number” field.
  2. Click Save to make your playbook live.

How to add multiple choice intake fields to your playbook:

  1. Navigate to your bot page and click on Playbooks.
  1. Click “Edit” next to the playbook you want to add your new intake fields to.
  1. Add a Multiple Choice question step. Below, you will see an option to “Link this to an Intake Field”

  1. You will only have custom intake field options here.
  1. When you choose to link a multiple choice intake field, the multiple choice options will not automatically update in your playbook. Instead you will see 
    “Intake Field mismatch. Options here do not match linked Intake Field options. Please click update to match Intake Fields or ‘Unlink’ Intake Field.”
Note: Once you update your options, you cannot go back to previous options. If you don’t update or unlink, your existing options will still work.
  1. This is what it will look like when your multiple choice intake field is linked.
  2. Click “Save” to make your playbook live.

How to access your intake field information:

  1. In your account, navigate to History then click on any client. You will see their additional data above the transcript, with the other intake data we have collected like name, email, and phone:


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