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How do I customize the pre-chat form?

Mark Nino Valencia
  • Edited

Question

 I want to change what customers see on my pre-chat form. How do I customize the pre-chat form?

Answer

Some elements of the pre-chat form can be customized under Settings > Widget > Forms > Pre-chat form. For more information about the pre-chat form, see the article: Enabling the pre-chat form on the Chat widget.

FAQ

Can I remove the email and name field from the pre-chat form?

Yes, you can turn off the name and email field. In your Chat dashboard, go to Settings > Widget > Forms and turn off the Visitor profile. When the Visitor profile is turned off, the offline form is disabled. The customer's name and email address will not be captured in the chat record as well.

Can I add hyperlinks to the pre-chat form greeting?

No, the pre-chat form cannot process HTML.

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4 Comments

  • Sam Oh

    Hi,

    Like contactForm, is it possible to prefill the pre-chat form?

    prechatForm: {
       fields: [
          { id: 'name', prefill: {'*': 'John Doe'}},
          { id: 'email', prefill: {'*': 'JohnDoe@gmail.com'}},
       ]
    }
    1
  • Thomas Verschoren
    Community Moderator

    Hey,

    What you're looking for is the Identify feature of the Zendesk Widget API:

    https://developer.zendesk.com/embeddables/docs/widget/core#identify

    <script type="text/javascript">
  zE('webWidget', 'identify', {
    name: 'Lex Luthor',
    email: 'ceo@lexcorp.com',
    organization: 'LexCorp'
  });
</script>

    Note:

    Organization is optional and requires an existing organization with that name in Zendesk Support/Chat

    0
  • Benedikt Badke

    Does the Zendesk Chatbot offer the possibility that a customer must select if he is a new customer or an existing client?

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Benedikt Badke

     

    For the Classic Chat Widget, natively it's not possible since that would entail adding another field in the pre-chat form. It can be done by using the Chat SDK though. 

    0

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