After adding live chat to your website widget, you can ask customers for information before a chat is started. In this way, you’ll always have the information you need when communicating with your customers.

Capture customers’ details in advance

Follow the steps below to add a form to your live chat, which customers fill in before a chat is opened. This information is either stored as a ticket note, or in a custom field.

1. Navigate to Settings > Channels > Web widgets;

2. Select your website widget and click 'Live chat';

3. Enable ‘Pre-chat form’, click ‘Add field’, and select ‘Text field’;

4. Add your question (e.g. ‘What is your order number?’), and decide if an answer to this question is required. Optionally select a custom field where this information will be stored. If no custom field is selected, the info will be stored as a ticket note.

ℹ️ You can click ‘Add option’ to add multiple fields for your customers to fill in.

After clicking ‘Update widget’, your customers will now be asked to enter the information you request from them, before opening a chat conversation.