Pre-chat form: Prompt customers for information before chat

You can set up a pre-chat form that is displayed to customers after they click a chat button but before actually chatting with an agent. The pre-chat form is a component of the chat window associated with a chat button or chat invitation. The form can be customized. Customer input is added to the incoming chat.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link. Once enabled and associated with a custom chat button, the form is displayed for all chat sessions initiated from the associated button.
  1. Create or edit a chat window, as follows:
    1. At, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Pre-chat form tab, click Enable pre-chat form to activate the form For customer-initiated chats only or For customer-initiated and invitation-based chats.
  3. To allow customers to choose the chat window language, allow the Language Selector to be shown.
  4. To prompt customers for basic information or for a response to an initial question, set any of the following as required or optional:
    • Name
    • Last Name
    • Email
    • Phone
    • Initial Question
    Tip: To customize these fields, go to the Customization tab and under Appearance, select the relevant key from the Layered/Pop-up - Details > Pre-Chat Survey key group.
  5. To allow customers to associate the chat with a department in your organization, select an option for Department.

    To provide the customer with choices, you must add Departments Customer Can Choose.

  6. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button.