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.

If options in the Chat dashboard setting for the pre-chat form don’t suit your needs, you can leverage the Chat Web SDK to build your own 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.

2 Comments

Sam Oh
- January 22, 2021 02:13
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
- January 26, 2021 15:09
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

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How do I customize the pre-chat form?

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2 Comments

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