Issue symptoms
The pre-chat form doesn't show up even though I have already enabled it.
Resolution steps
If the pre-chat form doesn't show, ensure there is an agent online on the live chat.
If you are using messaging, the pre-chat form isn't available for use.
As a workaround, create a custom conversation flow using the bot builder to automate your messages and collect the information of your visitor before sending them to an agent.
Using the Transfer to agent step, you can add ticket fields to the flow to require users to enter their information.
See the image below as an example flow that asks the customer for their name and email address before transferring the conversation to an agent.
If you still want to use the pre-chat form, disabling Zendesk messaging is your best option.
1 comment
Paul Burchfield
This does make practical sense to me since the "Messages" asking for name and contact info don't have any pause while someone enters that info. The two messages just appear one right after the other.
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