How do I ensure the pre-chat form is presented to a visitor if they time out then reconnect?

Question

When a visitor's chat connection times out but they do not close the window or tab that the widget is loaded in, then later reconnect to send a new message, the pre-chat form isn't automatically presented to them. Is there a way to require a visitor to always see the pre-chat form in the Web Widget when they reconnect after a timeout?

Answer

Note: The pre-chat form is a feature of live chat and does not have an equivalent in messaging. For more information on messaging, see the article: About messaging. 

By default, a visitor skips the pre-chat form when they reconnect. However, you can force the pre-chat form to appear upon reconnection using the API by applying the following script: 

<script id="ze-snippet" 
src="https://static.zdassets.com/ekr/snippet.js?key=ACCOUNT_KEY"> </script>

<script> 
// run whenever chat connects (or reconnects)
zE('webWidget:on', 'chat:connected', function() {

  // get the current state of the chat session
  let isChatting = zE('webWidget:get', 'chat:isChatting');
  
  // check there is not already an active chat session
  if (isChatting == false) {
  
    // if not then get the current state of the widget
    let widgetState = zE('webWidget:get', 'display');
    
    // check if already in the open 'chat' state, indicating prior timeout
    if (widgetState == 'chat') {
    
      // if it is then close the widget, reset and reopen in pre-chat state
      zE('webWidget', 'close');
      zE('webWidget', 'reset');
      zE('webWidget', 'open');
    }
  }
  
  // finally apply (or reapply) widget settings if needed (see note below)
  zE('webWidget', 'updateSettings', {
    webWidget: {
      chat: {
        departments: {
          select: 'Shopping Cart'
        }
      }
    }
  });
});
</script>

The final step in this script uses the updateSettings API to apply or reapply the settings for the widget. In the above example, the 'Shopping Cart' department is applied whenever the widget first connects or is reconnected. This workflow is discussed in more detail in the related article: Can I reapply the department after a timed-out chat visitor reconnects?

To validate that you've correctly configured this solution, check the current state of the widget when it connects. Then close, reset, and reopen the widget if needed to make sure the pre-chat form always shows to a reconnecting visitor.

Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online.