Enabling the pre-chat form

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21 Comments

  • Thawanrat Suwittayapong

    I wanna add Attachment field on Pre-chat Form, how to do that?

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Thawanrat, 

    This is currently not possible in the Web Widget and Chat Standalone widget.

    If this is something you need now, you will need to create a custom widget using the Web SDK. You can learn more about the Web SDK here: https://api.zopim.com/web-sdk

    Thanks,
    Ramin

    0
  • emilie bouttes

    Hi ! 

    Can we amend the language for "Choose a department" ? I'd like to translate it in two different languages, everything is translated instead of this section. 

    Thank you 

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there emillie,

    You will need to use the Javascript API to translate the custom text for different languages: https://api.zopim.com/files/meshim/widget/controllers/liveChatAPI/Departments-js.html#$zopim.livechat.departments.setLabel

    -Ramin

     

    0
  • Nicole Winstone

    I've set up triggers to automatically route chats between our two departments, one based on the exclusion of the other so it covers all visitors.

    Is there a way to hide the Choose a Department field? We want this to be on our side only, not in the customer's control or view.

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Nicole,

    You can use the filter API to remove the dropdown from the pre-chat form: https://api.zopim.com/files/meshim/widget/controllers/liveChatAPI/Departments-js.html#$zopim.livechat.departments.filter

    If you need help using the API, please email chat@zendesk.com

    Thanks,
    Ramin

    0
  • Do Linh

    i setting live chat box require phone number. but about 15 second live chat box auto open.
    how i can turn off this(auto open live chat box though visiter not input any things ).

    Thanks

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Do Linh,

    You have a trigger turned on, you can turn off the triggers by going to Settings---Triggers inside the Chat dashboard.

    -Ramin

    0
  • Emylee Patenaude

    We find that the pre-chat form is a little overwhelming, is there a way to remove the department & phone number forms so that customer only has to enter their name, email address & a message?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Emylee,

    You can use the javascript APIs to hide the department dropdown and you can disable phone number requirement from the Chat dashboard.

    If you are using the Chat standalone widget:

    https://api.zopim.com/files/meshim/widget/controllers/liveChatAPI/Departments-js.html#$zopim.livechat.departments.filter

    If you are using the Web Widget:

    https://developer.zendesk.com/embeddables/docs/widget/settings#departments

    Thanks,

    Ramin

     

    0
  • Emylee Patenaude

    Even if you don't make the phone number required, it still crowds the pre-chat form. How do you hide this? It's obvious zendesk knows and understands that the more information a company asks for, the less likely a customer will actually contact them, because when i click the widget on your homepage, only the email address and a message show on the form. why then is it standard to force (required or not) name, email, phone, department & message to populate on the pre-chat form  for your users, and not give us settings to disable any of the items we deem unnecessary?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Emylee,

    If you disable the checkbox, the phone number field goes away. If you are not seeing this in your account, please contact support@zendesk.com

    With the settings and using the Javascript APIs, you can make it so you just ask for name and their message.

    If you already have their name/email address, you can set that information using the Javascript APIs also and the visitor just sends their message.

    -Ramin

    0
  • Martin Aalborg

    Hello Zendesk, 

    Is it possible to customise a link when it is put in the pre-chat greetings field? 

     

    E.g. instead of it showing the hyperlink as https://www.zendesk.com/company/customers-partners/master-subscription-agreement/ then I would like it to show as a simple Terms & Conditions. 

    Best,

    Martin

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Martin,

    Currently, you cannot hyperlink text inside the pre-chat or offline form. It only supports hyperlinking of full links and we have no immediate plans to change this.

    If you want to reduce the size of the link, you can look into using a URL shortener tool like bit.ly.

    Thanks,

    Ramin

    0
  • Martin Aalborg

    Hi Ramin Shokrizadeh,

    Thank you so much for the answer! 

     

    Best,

    Martin

    0
  • Mateusz S

    Hello, 
    How can I add drop down list with contact reasons to pre-chat form?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Mateusz S Currently, there are no options to add custom pre-chat/offline form fields. If you need this today, you will need to build a custom widget using the Web SDK. 

    1
  • Heather Rommel
    Community Moderator

    I'm hoping at some point soon Zendesk will start to allow companies with little to no resources to customize the widget via SDK/API to be able to point and click to do things like remove "Choose a Department" or add fields from support onto the prechat form, and utilize dynamic content on the widget.

    Please consider the non-developers administering Zendesk!

    Thanks,

    Heather

    1
  • Elissa
    Zendesk Community Team

    Hello Heather Rommel

    You are absolutely right that we'd love to see the product continue to be accessible to everyone, developer and non-developer alike. The product team is continually working to get the chat features integrated into the Web Widget and overall more accessible within the UI itself. 

    I expect you have already, but if not, I definitely encourage you to add your voice to the product feedback section to put some customer weight and experience behind a need for these changes. If you're able to share examples of how this impacts your business or how it would improve your experience with the product, even better! As a Community Moderator you can also reach out in the moderator slack or connect up with our team that way to have a conversation as well!

    Here is a link to get you started just in case: Product Feedback Guidelines & how to write an effective feedback post

    I hope that helps!

    0
  • Vitaliy Galushka

    Hello,

    Is there any way to add a email prompt dialog to triggered chat window?

    Example: we configured a trigger for every visitor of our site. Chat shows greeting window with some text message. When visitor sent message in response to triggered chat, we need to get visitor email address. Is it possible to do this?

    Thanks

    0
  • Elissa
    Zendesk Community Team

    Hello Vitaliy Galushka,

    Unfortunately when a conversation with a visitor is started with a chat trigger, this bypasses the pre-chat form.

    One work around solution I could think of would be to create a follow-up chat trigger that goes off when a customer responds that would say "thank you for your reply, an agent will be with you shortly. So that we can serve you better, please provide your email address".

    I hope that helps!

    0

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