Home Advanced features explained How to use pre-chat forms?

How to use pre-chat forms?

Last updated on Apr 10, 2024

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 → Inboxes. Click on the specific settings of a website inbox.

Step 2. Go to the “Pre Chat Form” tab.

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

  1. Standard fields: These are the primary contact fields––Email, Phone number, and Full name.

  2. 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.

Also, read: Pre chat form + Automations = 🚀