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.
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.
- Translation: Indicates a language choice question. This offers a set of languages supported for chat translation. Select the desired languages for the customer to choose from.
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.
- Open ended: Add an open-ended question such as [Enter your nickname].
- Single answer: This is a multiple choice question. You must provide choices and allow the chat enthusiast to select a single answer.
Enter the question.
Note: When editing an existing question, select the question and then enter an identifier. Identifier does not apply to the Translation Format .
After adding all questions, click Next>> to define the visual details of the 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.
Download User Guides
Open topic with navigation