There are two types of chat forms: pre-chat survey forms and offline forms.
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.
A pre-chat survey form can include questions with open-ended or preset answers. To design a pre-chat form, you must both add survey questions and design the visual details of the form.
To create a custom pre-chat form:
Translation: Indicates a language choice question. It offers customers the languages that are supported in the chat, such as English, Russian, and German. You can select multiple language(s) for the customer to choose from, but only one of them can be set as default. When you select a language as default, that language is pre-selected in the pre-chat form offered to the customer. To make the browser language the priority language in the pre-chat form, you must Overwrite default with browser language.
When the browser language is not available for translation, the default language is used. If there is no default language and no browser overwrite, the customer has to select a language from the drop-down list.
For example, if the pre-chat default language is Spanish, and the customer's browser is also in Spanish, there is no need for the customer to select the language. However, if the pe-chat default language is set as Spanish, but the browser is in French, French becomes the new default language. If French language is not available for translation, Spanish will remain the default language.
Note: You are allowed to add only one CRM field and one translation question in a pre-chat survey form. Once you add the questions, the option is disabled in the Formats list. You can change or edit the questions at any time.
Note: When editing an existing question, select the question and then enter an identifier.
The offline form is meant to interface with visitors who wish to send a message when the chat channel is offline.
To create a custom offline form:
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