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  • You can use the Pre-chat window to gather information from the visitor before a chat begins, for example, their name, email address, and so forth. This feature saves time and prevents agents from asking repetitive questions. You can also use the Pre-chat window for chat routing and allocation. 

  • Custom fields can be created to collect any information you need with various input types available, from drop-down lists to simple text fields. You can also set a greeting message to tell your visitor more about your company.  

Step by Step Instructions

（1）Log in to the Cloudfon CX Panel.

（2）In the left navigation bar, go to Omnichannel Widget> My Widget. Select a Widget from the My Widget drop-down list,

Note: If you have multiple widgets, you need to first choose the one you are using.

（3）Go to Web-chat.

（4）Go to the Pre-chat tab and turn on the Pre-chat toggle key to enable your Pre-chat window.

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（5）Set the team name and define Greeting Message, and choose Display agent avatars if needed.

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（6）Scroll down the page and set the Visible and Required fields for the pre-chat window. You can also add more fields to collect visitor data based on your business needs.

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（7）Click Options, you can select Remember visitor info collected from pre-chat form.

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（8）Click Save.

Info

Now you have successfully customized your pre-chat window. The new settings will take effect automatically and immediately. You can refresh your website and see how the settings work to your satisfaction.