How to use pre-chat forms?

Pre chat form is used to collect information about a contact/conversation before initiating a conversation. The Pre chat form is available only in website live chat.

How to add a pre-chat form?

Step 1. Go to Settings → Channels. Click on the specific settings of a website channel.

Step 2. Go to the "Pre Chat Form" tab.

There are two types of fields possible with the pre-chat form:

Standard fields: These are the primary contact fields––Email, Phone number, and Full name.
Custom fields: These are the fields that are created with custom attributes.

The Pre chat form settings list down both the standard and custom fields.

The columns in the settings of pre-chat forms are described below:

Key: Field unique identifier
Type: Type of the field (Text, List, Number, Date, Link, Boolean)
Required: Is the field required or not
Label: The label that will be displayed to the visitor on the widget
Placeholder: The placeholder value

All the fields would be displayed under the pre-chat form settings by default. The admin will be able to do the following:

Enable/disable fields
Change the order of fields
Update label/placeholder
Enable/Disable validation

Customize your pre-chat form according to your needs. In order to add more fields, add more custom attributes.

What does a pre-chat form look like?

Once the pre-chat form is enabled, it would ask your customers to fill out a form like the one shown below when they start a conversation through live chat.