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Designing a Chat Form

A chat form can be of two types: Pre-Chat Survey form or Offline form.

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

Pre-Chat Survey Form

A Pre-Chat survey form can include questions with open-ended answers or pre-set answers. Designing a pre-chat form is a two-step process.

To create a custom pre-chat form:

  1. Log in to Configuration Manager.
  2. Navigate to Chat Design.
  3. Select Form tab.
  4. Click or Pre-Chat link.

  1. Enter Name and Description of the new form.
  2. Select a question format from the following choices:

Note: You are allowed to add only one CRM field in a form.

  1. Enter the question.
  2. Select if the question is mandatory.
  3. Click Add.
  4. Repeat steps 6 to 9 to add more questions.

  1. After adding all questions, click Next to define the visual details of the form.

  1. Add the desired visual requirements such as Window Title, background color, font color.

  1. Click Save. Your custom pre-chat form is now ready.

Offline Form

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, add desirable questions on the form and design the visual interface of the form.


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