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 Omni 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.
（5）If you select Use pre-chat form, set the team name and choose Display agent avatars if needed.
（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.
（7）Click Options, you can select Remember visitor info collected from pre-chat form. Then click Save.
（8）If you select Trigger a flow, when a visitor clicks on your chat button to start a chat, the flow automates basic actions, including collecting visitor info, qualifying leads, routing visitors, and more.
For More settings about Flow, please refer to Flows Setup.
（9）Select your Flow from the drop-down list.
（10）If required, you can also turn on the Enable input area toggle key.
Note: By default, the visitor input area inside the chat window is turned off for the flow. If you want to allow visitors to send content to the flow, you can enable it.
（11）Click Save.
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.