What this does
A pre-chat form collects the visitor's name, email, and optionally other details before the conversation starts. This helps you identify who you're talking to.
When to use it
Enable pre-chat forms when you want to capture contact details before engaging in conversation.
Step by step
- Go to Chat > Settings > Widget
- Enable Pre-Chat Form
- Configure the fields:
- Name — enabled by default
- Email — enabled by default
- Phone — optional
- Custom fields — add any additional questions
- Set which fields are required
- Click Save
Tips
- Keep the form short — name and email is usually enough
- A longer form reduces chat volume but increases contact quality
- Pre-chat data is automatically linked to the conversation
- Collected emails can create CRM contacts automatically