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, start by making sure there is an agent online on Chat.
If you are using Zendesk messaging, the pre-chat form isn't currently available for use. For more information, see this article under No user authentication: Requirements, recommendations, and limitations.
As a workaround, create a custom conversation flow using Flow Builder to automate your messages and collect the information of your visitor before sending them to an agent.
Check the example below as a sample for a flow that asks the customer their name, email address and contact number.
If you still want to use the pre-chat form, disabling Zendesk messaging is your best option.
1 Comments
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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