A chat form can be of two types: Pre-Chat Survey form and 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.
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:
Click or Pre-Chat link.
Select a Format from the following choices:
CRM field: Select from the available default or custom local CRM fields.
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.
Repeat steps 6 to 10 to add more questions.
After adding all questions, click Next to define the visual details of the form.
Add the desired visual requirements such as window title, background color, font color.
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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