Pre-Chat Forms
Collect customer information before a chat conversation begins.
Why Use Pre-Chat Forms
- Identify customers before they message
- Collect relevant information upfront
- Route conversations based on form data
- Reduce back-and-forth
Configuring Forms
Access Settings
Go to Settings → Widget → Pre-Chat Form
Standard Fields
| Field | Type | Options |
|---|---|---|
| Name | Text | Required/Optional/Hidden |
| Required/Optional/Hidden | ||
| Phone | Phone | Required/Optional/Hidden |
Custom Fields
Add fields specific to your needs:
- Order number
- Account ID
- Topic selection (dropdown)
- Description (textarea)
Field Types
Text Input
Single line text entry.
Validates email format.
Phone
Validates phone number.
Dropdown
Select from predefined options:
What can we help with?
- Order Status
- Returns
- Product Question
- Other
Textarea
Multi-line text entry.
Using Form Data
In Tickets
Form data appears:
- In ticket sidebar
- As custom fields
- Available for automation
For Routing
Route based on form selection:
IF topic = "Returns"
THEN assign to returns-team