2.4.2 Pre-chat

Owned by SUPPORT
Last updated: Nov 03, 2024
3 min read

  • 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. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Omni Widget > My Widget. Select a Widget from the My Widget drop-down list.

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  1. Go to Web Chat > Pre-Chat.

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  1. In the Pre-Chat page, you can do the following:

  • Turn on the Pre-chat toggle key to enable the Pre-chat window.

  • You can choose to use pre-chat form or trigger a flow.

 

  1. When you choose Use pre-chat form, you can do the following:

  • (Optional) Check the box to enable the system to remember visitor info collected from pre-chat form.

  1. When you choose Trigger a flow, you can do the following:

  • Select a flow from the drop-down list. 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. About flow settings, you can find more details from4.1 Flows Setup.

  • (Optional) Turn on the Enable input area toggle key to enable input area when a visitor chat with flow.

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.

  1. Click Save.

  2. (Optional) Click Live Preview button to preview.

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

Add Customize Fields

You can add custom fields to collect visitor data based on your business needs.

Step-by-Step Instructions

  1. Click + Add a field.

  1. In the New Field drawer, you can do the following:

  • Input a field name. The field name will display within the platform, will not display to visitors.

  • Select a type for the new field, the type including Text box, Text area, Radio button, Checkbox, Dropdown list, Checkbox list.

  • Click Save.

  1. After creating a new field, you will enter Add a Pre-Chat field page. In the Add a Pre-Chat field page, you can do the following:

  • Select an existing field or create a new field in the Field Name.

  • Input a display name in the Display Name.

  • Turn on the toggle keys to enable the Visible and Required.

  • Click Save.

  • (Optional) Click Edit to enter the New Field drawer to edit the field.

  • (Optional) Click Edit to enter the Fields list to edit or delete the field.

The fields created by the system can not be modified and delete.

  1. The custom field has been added, you can drag and drop the custom field to reorder it.

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