Design a chat form

8x8 Contact Center offers two types of chat forms: pre-chat survey forms and offline forms.

  • A pre-chat survey form serves to gather information from a chat user before initiating a chat. Using the form, 8x8 Contact Center administrators can collect credentials, such as account number or case number, from an existing user. This information can be used to search for existing customer records in the Local CRM and present it when an agent accepts the chat.
  • An offline form presents the option to send an email message during the chat's offline hours.

You can use the default form or create a custom form. To create a custom form, you can create a new form from scratch, or copy the default form and make the desired changes.

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