Freshchat allows you to create conditional-based conversation properties using dynamic sections. 

The article contains:

Overview of dynamic sections

In addition to the default and custom conversation properties, you can add dynamic sections within each conversation property based on specific conditions.

With dynamic sections, you can gather context-specific information on a specific topic and gain better insights from support conversations.

Note: Dynamic sections can be added only for custom conversation properties and cannot be added for default properties.

Use case

Resolve Order-related Issues

Let's say you have an e-commerce business and have a conversation property called Issue Type to capture the type of issue, such as Returns, Exchanges, Missing Items, etc. 

Now, if you want to gain more insights and additional information for each issue type, you can create dynamic sections within the Issue Type property and add more fields based on the issue type. For example, if the Issue Type is Returns, you can add more options such as Order ID, Return Reason, etc. 

A few combinations of dynamic sections you can create are:

If Issue Type = Returns, show Order ID, Return Reason as additional properties

If Issue Type = Exchange, show Product to exchange, Exchange size as additional properties

Similarly, you can create dynamic sections to address queries based on the department/functions in your company. For example, within the Department property, you can create dynamic sections and add fields for each department type.

If Department = Engineering, show bug, product enhancement, as additional properties.

If Department = Business, show new prospect, current customer as addition properties

Things to know:
You can add a maximum of 10 dynamic sections within a conversation property and 20 conversation fields within each dynamic section.
Only one conversation field can be mapped to one conversation property.
Dynamic sections are not available on the Freshchat Mobile App.
You can create dynamic sections for the Type, Status, and Group default fields and any custom dropdown fields. You can add any field types within these sections.

Add dynamic section

To add a dynamic section:

1. Log in as an Admin.
2. Go to Admin Settings > Configuration and Workflows > Conversation Properties.
3. Click Add Section next to the preferred custom conversation property.
   
4. Enter the section name and choose the condition to display additional fields and click Save.
   
5. Drag new or existing fields to the section, modify their properties, and click Add field.
   For example, if the Issue Type is Returns, you can add a drop-down field and add Return Reason and Order ID as drop-down options.
   
6. You can also archive or delete sections. You cannot delete a section unless it is empty.

Agent experience with dynamic sections

Your agents can view the dynamic fields in the Conversation Inbox under Conversation Properties for the specific condition. This enables your agents to add granular details about the conversation with your customers.