How to Set up Pre-Chat Form in Live Chat


A Pre-Chat form helps you gather essential information from visitors—such as name, email, and phone number—before a chat begins, allowing you to create leads and offer a personalized chat experience.


Here's how a Pre Chat form appears on your web page:


pre chat form


Here's an example of a Pre Chat form created for a group that addresses customer issues:


pre chat form for customer


Why Use Pre-Chat Forms?

  • Lead Generation: Collect contact details to follow up on potential sales opportunities.
  • Enhanced Efficiency: Streamline the support process by knowing visitor details upfront.
  • Personalized Interactions: Tailor the chat experience based on the information provided by the visitor.


To Create a Group-Specific Pre-Chat Form


Step 1. Go to your dashboard and click "Settings" in the menu bar.


Step 2: Select "Pre Chat" from the left sidebar menu.



Step 3: Customizing form fields


  • Choose the group for which you want to create a Pre-Chat form, such as 'Sales', from the dropdown menu.
  • Slide the toggle button to the 'On' position to enable the Pre-Chat form for the selected group. 
  • Edit Form Fields:

  1. Click the edit icon (pencil symbol) next to a field to modify it.
  2. Set whether fields are required for the user to fill in.
  3. Change the order of the fields by clicking and dragging them to your preferred position within the form. The drag handle indicates that you can move a field up or down.


As you make changes, look at the live preview of the Pre-Chat form on the right side of your screen to see how it will appear to users in real-time.


Don't forget to click the 'Save' button to apply the new settings.


customize pre chat


Note: A Pre Chat form must have at least two fields.


Step 4: Adding new fields

  • Click "+Add Field" to add new questions like text inputs, radio buttons, checkboxes, dropdown lists, and links to your company’s privacy policy.
  • Specify whether fields are mandatory by checking the 'Required' box and customize validation messages if necessary.
  • Click Save to save the changes.


customzie new field


Step 5: Customize Prechat form text

  • Select "Language" from the sidebar in the dashboard.
  • Choose the appropriate Group and Language for your Pre-Chat form.
  • In the "Pre Chat" tab, customize the text for the header, the main screen message, and the submit button.
  • Click Save to apply the changes.



customeixe pre chat form text 


Your PreChat form is now successfully created. If you encounter any issues or have any questions, don't hesitate to reach out to our support team.




© 2005 - 2024 ProProfs
add chat to your website