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Customize Custom Details Pop-Up in Salesforce Live Agent (Chat) — Not Supported

Дата публикации: Jun 19, 2026
Описание

Overview

When using Salesforce Live Agent (now also referred to as Salesforce Chat) for click-to-chat deployments, agents can hover their mouse over the Agent Inbox to see a hover pop-up screen. This screen displays a list of all custom details (fields) filled in by the customer on the pre-chat form.
Currently, this hover pop-up screen shows field names and values in a random order without any formatting or styling. There is no option in Salesforce Setup to change the display order or format of these fields.


 

Решение

Resolution

It is not possible to customize the look and feel of the custom details hover pop-up in Salesforce Live Agent (Chat).
The pop-up screen is read-only and displays custom detail fields in a random, non-configurable order. The following constraints apply:

  • The layout, order, and formatting of fields in the hover pop-up cannot be changed.
  • The custom details pop-up only appears when using the Salesforce Deployment API or a pre-chat form.
  • There is no Salesforce Setup configuration option to reorder or restyle these fields.

This is the current platform behavior and there is no known workaround for reordering or reformatting the hover pop-up display.

Номер статьи базы знаний

000386415

 
Загрузка
Salesforce Help | Article