The pre-chat form is a feature available for the live chat channel on your website. It allows you to collect visitor information before a conversation starts, helping personalize the support experience and qualify leads from the very beginning.
How to enable the pre-chat form
Step 1 – Go to the inbox settings
Navigate to Settings → Inboxes.
Find your Website inbox.
Click the configure link for the Website channel to access its settings.
Step 2 – Set up the form
Go to the Pre-Chat Form tab.
You’ll see a list of available fields, organized into two categories:
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Default fields: Full name, Email, and Phone number
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Custom fields: Created based on your custom attributes
Each field has the following configuration options:
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Key: Unique field identifier
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Type: Data type (e.g., text, number, list, date, link, boolean, etc.)
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Required: Marks the field as mandatory or optional
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Label: The text label shown to the visitor
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Placeholder: Example text displayed inside the input field
What you can customize
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Enable or disable each field
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Reorder fields
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Edit labels and placeholders
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Define which fields are required
To add new fields, first create the corresponding custom attributes. Once created, they will automatically appear in the pre-chat form settings.
How the form looks to visitors
Once enabled, the form is displayed every time someone initiates a conversation through the live chat. Visitors must complete the form before accessing the message input field.
The pre-chat form is a powerful tool for qualifying leads, reducing unnecessary back-and-forth in early conversations, and integrating seamlessly with automation rules — making your customer service flow more efficient.
Need help setting it up? We're here for you:
📩 [email protected] | 📱 @akece.ai
Next tip: Learn how to use custom attributes to further enrich your data collection in the chat!