Ask questions before the chat starts

The pre-chat form asks visitors a few questions before they send their first message. Your team then knows who they're talking to, for example the name and email behind an order.

Inboxes → your inbox → Widget → Pre-chat form

1. Turn on the switch next to Pre-chat form. It starts with a name and an email question.
2. In Intro, write a line above the form, like "Tell us who you are so we can find your order."
3. Under Questions, add more with the buttons below the list: Name, Email, Phone, Short text, Long text, Number, Date, Dropdown, Buttons or Date or period.
4. For each question, fill in Question and, if you like, Placeholder (optional). For Dropdown and Buttons, list the Options. Turn on Required for answers you must have.
5. Change the Button label if you want, like "Start chat".
6. In Reply after the form, write the first reply, like Thanks {name}! How can I help you today?.
7. Click Save changes on the bar at the bottom of the page.

Good to knowCopy Anchor Link

• A form can have up to 8 questions. It can ask for a name, an email and a phone number only once each.
• {name} becomes the name the visitor typed. The reply is sent as soon as the form is sent, even when the AI agent is off. Leave it empty to wait for the visitor's first message.
• Answers appear on the customer's profile in Chat.
• Try the form in the preview. Nothing is sent.
• Turn the switch off and customers start chatting straight away. Your questions are kept for later.