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Top Rated Live Chat Software with Customizable Fields in 2026

Verified reviewer profile picture
Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: April 2026

Customizable fields allow tailoring of chat experiences by adjusting design, placement, and messaging. This flexibility supports specific business needs, enhances client communication, and enables integration with other systems, maintaining relevant data. Our reviewers in live chat software rated this feature as highly important.

4 Best Live Chat Software with Customizable Fields

  • Freshdesk - Highest rated for customizable fields
  • Text Request
  • Pipedrive
  • HubSpot CRM

See other top Live Chat products with customizable fields

How we picked the 4 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the live chat software category. They also needed to have sufficient reviews about customizable fields, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for the product with the highest rating for customizable fields based on our proprietary ratings and reviews. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 4 best products

Freshdesk logo
4.5
(3.4K)

User insights about the customizable fields feature

Reviewers appreciate Freshdesk's customizable fields for their flexibility and ease of use. They find it simple to add custom fields to specific ticket requests and value the ability to create fields for different departments. Users report that the customizable fields help tailor the platform to their specific business needs, making it more efficient. They also highlight the capability to customize enquiry/service forms and the search function's ability to access new fields. However, some users desire more configurations and filters.
“It's simple to add custom fields to specific ticket requests. Also, the new fields can be accessed by the search function. ”
Verified reviewer profile picture

Jose J.

CTO

“We have multiple teams within IT that use Freshdesk, it's super easy to create fields for each department”
JP

Josh P.

Tech Support Engineer

Live Chat key features coverage

Freshdesk offers 5 out of the 6 key features for Live Chat software identified by reviewers:

Real-Time Notifications4.6
Chat/Messaging4.6
Real-time Consumer-facing Chat4.6
Support Ticket Management4.6
Mobile Access4.3
Transcripts/Chat History

Pros and cons based on 3,408 verified reviews

59% of users rated Freshdesk 5 out of 5 stars, while 1% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,408 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Cons:

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details

Pricing

Starting price:$19 per user/per month|Free version:Available|Free trial:Available

Prices may vary depending on the number of users and features.

Text Request logo
4.6
(1.1K)

User insights about the customizable fields feature

Reviewers have mixed opinions about Text Request's customizable fields. Some users find it helpful for sorting and labeling clients, creating templates, and customizing auto-responses. They appreciate the ease of locating information and the ability to edit respondent details. However, many users report not using the customizable fields extensively or finding them less important for their needs. Some mention the need for more options and the frustration of not being able to edit scheduled posts or delete spam texts.
“We are able to edit the respondents name with preferred details and sort and label clients in to appropriate groups for clear communication and differentiation.”
RI

Rebecca I.

Marketing and Promotions Coordinator

“Great to be able to customize fields and organization”
NB

Nina B.

Event Consultant

Live Chat key features coverage

Text Request offers 5 out of the 6 key features for Live Chat software identified by reviewers:

Real-Time Notifications4.7
Chat/Messaging4.6
Real-time Consumer-facing Chat4.6
Support Ticket Management
Mobile Access4.7
Transcripts/Chat History4.6

Pros and cons based on 1,193 verified reviews

72% of users rated Text Request 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 1,193 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Smooth transition process

Enhanced team collaboration

Effective patient communication

Efficient client communication

Easy learning curve

Cons:

Inefficient name search

Inconsistent notifications

Disorganized text conversations

Limited text messaging features

Glitchy messaging system

See pros and cons details

Pricing

Starting price:$59 flat rate/per month|Free version:Not available|Free trial:Not available

Prices may vary depending on the number of users and features.

Pipedrive logo
4.5
(3K)

User insights about the customizable fields feature

Reviewers indicate that Pipedrive's customizable fields provide valuable flexibility for designing processes to fit their business needs. They find it easy to create custom columns and select fields for client contacts, which helps in organizing information efficiently. Users appreciate the ability to customize fields for different industries and the smooth customization process on both computer and mobile. However, some users mention limitations in creating and editing custom fields, emphasizing the importance of getting them right initially.
“There are some limitations in creating custom fields and editing them in future can be problematic so make sure you get them right the first time.”
NM

Nathan M.

Marketing Manager

“Very important one can select which fields for customer profiles to create, sort, and pick. Makes it easy to use this feature and sort the list.”
Verified reviewer profile picture

Bakul B.

Sales Consultant

“Customizable fields are important when we are dealing with multiple industries and this is facilitated.”
PW

Peter W.

Onboarding Manager

“Cusomizable fields allows us the flexibility to design the process to our needs.”
KB

Kevin B.

Director of Business Development - Ag

Live Chat key features coverage

Pipedrive offers 4 out of the 6 key features for Live Chat software identified by reviewers:

Real-Time Notifications4.2
Chat/Messaging
Real-time Consumer-facing Chat4.5
Support Ticket Management
Mobile Access4.0
Transcripts/Chat History4.7

Pros and cons based on 3,042 verified reviews

64% of users rated Pipedrive 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 3,042 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient sales pipeline management

Intuitive and customizable interface

Customizable sales stages

Effective sales team management

Enhanced team collaboration

Cons:

Limited reporting capabilities

Inefficient search and filter functions

Subpar contact management

Inconsistent user experience

Limited automation features

See pros and cons details

Pricing

Starting price:$19 per user/per month|Free version:Not available|Free trial:Available

Prices may vary depending on the number of users and features.

HubSpot CRM logo
4.5
(4.4K)

User insights about the customizable fields feature

Reviewers highlight the importance of HubSpot CRM's customizable fields for tailoring the platform to their business processes. They find the fields easy to implement and appreciate the flexibility to apply them to individuals or groups. Users value the ability to create tags and customize fields, though some note limitations in the free version and the inability to remove core fields. They also mention the high subscription cost for extensive customization. Despite this, users find the customization options helpful for organizing data and supporting their sales teams.
“Our industry has not unique but our needs for a CRM were unique. And having customization was vital in meeting our requirements. Hubspot provides all the customizations you could want, and its included.”
DL

Derek L.

Marketing Manager

“Tags can be created, fields can be customized and many more fields can be crated as per the need.”
NS

Niraj S.

Alumni

Live Chat key features coverage

HubSpot CRM offers 3 out of the 6 key features for Live Chat software identified by reviewers:

Real-Time Notifications4.7
Chat/Messaging
Real-time Consumer-facing Chat4.1
Support Ticket Management
Mobile Access4.3
Transcripts/Chat History

Pros and cons based on 4,451 verified reviews

61% of users rated HubSpot CRM 5 out of 5 stars, while 2% gave it 1 or 2 stars. To determine these pros and cons insights we analyzed 4,451 reviews and identified the topics where users expressed positive and negative sentiment.

Pros:

Efficient lead tracking

Centralized client information

Comprehensive email tracking

Integrated sales and marketing

Versatile CRM functionalities

Cons:

Frequent technical issues

High costs for advanced features

Limited reporting capabilities

Inadequate user account management

See pros and cons details

Pricing

Starting price:$20 per user/per month|Free version:Available|Free trial:Not available

Prices may vary depending on the number of users and features.

Other Top Rated Live Chat Software with Customizable Fields in 2026

HubSpot CRM logo

CRM and lead management solution

HubSpot CRM is a lead management solution that helps businesses with recording calls, logging emails and managing customer data. It has been designed from the ground up and is ready to eliminate manual work and actually help sales teams. It was built ready for the modern world to help users get running and start selling.

Read more about HubSpot CRM

Users also considered
Freshdesk logo
Category Leaders

Online helpdesk system and customer service software

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Read more about Freshdesk

Users also considered
Pipedrive logo

Cloud-based CRM solution for salespeople

Engage visitors to your website 24/7 with Pipedrive’s Chatbot and Live Chat. Turn your window shoppers into qualified leads.

Read more about Pipedrive

Users also considered
Zendesk Suite logo
Category Leaders

AI powered customer service across all channels

Zendesk offers industry leading live chat software that’s quick to implement and easy to use. It lets you deliver real time, conversational support on web, mobile, and social media like Facebook/WhatsApp. Response times can be as fast as 30 seconds and agent performance can improve by 25%.

Read more about Zendesk Suite

Users also considered
LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a web-based Live Chat and Help Desk solution which enables the management of support tickets from multiple channels, including phone, live chat, and social media.

Start with a 1 month free trial, no credit card needed, no contracts.

Read more about LiveAgent

Users also considered
LiveChat logo
Category Leaders

AI-based live chat for customer support and sales teams

LiveChat serves as a fully capable tool to provide a complex customer service and proactively convert website visitors into customers.

Read more about LiveChat

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

With Zoho Desk's embeddable live chat widgets make instant responses for instant happiness. Your customers can get in touch with your agents instantly, right from the Help Center with Contextual AI, so your agents can respond and help them find answers faster.

Read more about Zoho Desk

Users also considered
Text Request logo
Category Leaders

Ignite customer engagement

Text Request is crafted to cut through the noise, so you can connect with customers anytime, anywhere.

Read more about Text Request

Users also considered
EngageBay CRM logo

Integrated sales & marketing software for growing teams

AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster.

Read more about EngageBay CRM

Users also considered
Intercom logo
Category Leaders

AI-powered customer service with helpdesk

Intercom is redefining how businesses support their customers using powerful messaging and automation

Read more about Intercom

Users also considered
Birdeye logo

AI-based webchat assistant for business conversations

Birdeye is the leading AI-powered reputation and social media management platform for local brands. Over 150,000 businesses use Birdeye to maximize online reputation, engage across social channels, and gain insights to enhance customer experience and grow.

Read more about Birdeye

Users also considered
Tidio logo
Category Leaders

Aill-in-one customer support software with AI features

Tidio is a live chat software suite comprising help desk, live chat, chatbot, and AI agent products. Talk to your customers in real time, integrate the live chat widget with your website and social media, and set up chabots for when you're off-line to continue providing support and generating leads.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.

Read more about TeamSupport

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Use Salesforce Service Cloud to initiate a personalized live chat session with your website visitors. Route chats, monitor & coach agents in real-time and more.

Read more about Salesforce Service Cloud

Users also considered
Bitrix24 logo

All in one business management workspace

100% FREE live chat and contact center software used by over 12 million companies. Also comes with free CRM and email marketing.

Read more about Bitrix24

Users also considered
Weave logo

Customer communication and appointment scheduling solution

Weave is the all-in-one customer communications and engagement platform for small and midsize business. From the first phone call to the final invoice and every touchpoint in between, Weave connects the entire customer journey.

Read more about Weave

Users also considered
Lucky Orange logo

All-in-one conversion optimization suite for website owners

Lucky Orange is an all-in-one conversion optimization suite that helps website owners identify drop-offs in the conversion process using dynamic heatmaps, visitor recordings, form analytics, live chat, and polls

Read more about Lucky Orange

Users also considered
Podium logo

AI-enabled lead management and conversion platform

Podium webchat immediately brings the conversation to text, so you can keep the conversation going long after the customer leaves your site. Generate up to 11x more leads from your website, then convert them faster with immediate, AI-powered responses, automations for key moments, and more.

Read more about Podium

Users also considered
HelpCrunch logo

Customer Communication tool for support, marketing & sales

All your customer communication - in one place.
Close more deals in real time
and provide faster customer support.

Read more about HelpCrunch

Users also considered
Front logo
Category Leaders

AI-enabled customer service platform for collaboration

Front is a customer operations platform with live chat capabilities that enables support, sales, and account management teams to deliver exceptional service at scale. Front Chat brings your focus where it should be — on your customers.

Read more about Front

Users also considered
Help Scout logo
Category Leaders

Cloud-based customer support platform

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

Read more about Help Scout

Users also considered
Missive logo

Collaborative inbox for teams

Missive is a team inbox and chat tool that helps teams to collaborate across email, SMS, WhatsApp, Twitter, and other communication channels. The inbox provides a business-first collaborative experience.

Read more about Missive

Users also considered
Glassix logo

One inbox, countless smiles

Glassix is the AI-powered unified messaging platform that keeps your customer conversations connected across any digital channel - Instant messaging apps and SMS text, email conversations, live chat on your website or app, and social media messages. Powered by GPT-4.

Read more about Glassix

Users also considered
Drift logo
Category Leaders

Live chat & in-app messaging for sales & marketing

Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot, in-app messaging & email management tools

Read more about Drift

Users also considered
Genesys Cloud CX logo

AI-enabled experience orchestration platform

Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

Read more about Genesys Cloud CX

Users also considered

Key features for Live Chat software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Real-Time Notifications: Reviewers highlight that real-time notifications ensure prompt responses, enhance productivity, and improve customer satisfaction by keeping agents informed instantly. 95% of reviewers rated this feature as important or highly important.
  • Chat/Messaging: Users value chat/messaging for its real-time communication, multimedia sharing, and ease of use, making it essential for both personal and business interactions. 95% of reviewers rated this feature as important or highly important.
  • Real-time Consumer-facing Chat: Reviewers appreciate real-time consumer-facing chat for immediate customer support, enhancing engagement and increasing sales through instant communication. 91% of reviewers rated this feature as important or highly important.
  • Support Ticket Management: Users emphasize the importance of support ticket management for efficient issue tracking, prioritization, and timely resolution, improving overall support processes. 90% of reviewers rated this feature as important or highly important.
  • Mobile Access: Reviewers highlight mobile access for its convenience and flexibility, enabling real-time communication and support management from anywhere. 90% of reviewers rated this feature as important or highly important.
  • Transcripts/Chat History: Users find transcripts and chat history crucial for tracking past interactions, improving customer service, and ensuring clear communication records. 86% of reviewers rated this feature as important or highly important.