20 Comments

  • Ramin Shokrizadeh
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    Hi there Mikkel,

    Hope you are having a great Thursday! Thank you for your feedback on wanting more customisation options on the pre-chat form, others in the Product Feedback form have requested for something similar.

    There is no immediate plans to support this but we will notify you if/when it becomes available. Would you be interested in being a beta tester when that happens?

    Cheers,

    Ramin

     

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  • Nico Bach
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    I would like this options as well! Would be very helpful. Hopefully this can be implemented soonish! :)

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  • Jean-Jacques Malfant
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    LiveChat is already offering this.

    This should already be off the shelf and not a feature request.

    Businesses have all different type of requirements and custom fields is a must those days.

    2
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Jack,

    Thanks for your feedback. I checked your site and you can accomplish the custom field for the Order ID in a couple ways.

    One option is to ask for the order name before you initiate the chat widget and use the Javascript API to send the order ID as a tag for the agent: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#addTags

    Alternatively, you can create a chat trigger that asks the visitor for their order ID when they request for a chat. Then, by the time the agent joins or is assigned the chat, the information is ready for them.

    -Ramin

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  • Jose Resendiz
    Comment actions Permalink

    Yes, we need it!

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  • Lisa S
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    Hi there,
    Is it possible to customise the chat form per chat department?
    Thanks,
    Lisa

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Lisa,

    Currently, the widget settings are for the whole account and not specific to a selected or assigned department.

    -Ramin

     

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  • Lisa S
    Comment actions Permalink

    Hey Ramin, 

    Thanks a lot for letting me know. Is there a way around this at all?

    Thanks again,

    Lisa

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  • Ramin Shokrizadeh
    Comment actions Permalink

    The only workaround option would be to use the Javascript APIs to set the greetings based on the department. This only works if you are setting the department for the visitor using the Javascript APIs. 

    The docs for the APIs are here: https://api.zopim.com/files/meshim/widget/controllers/liveChatAPI/PreChatForm-js.html

     

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  • Lisa S
    Comment actions Permalink

    Thanks!

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  • Andrew
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    We would really like this functionality added. On our webform, users select a reason for contact and a device they are contacting us about from drop down menus. This helps us identify patterns (e.g. tickets about X spiked yesterday) and allows us to review all tickets about a particular issue or device. By not having this functionality available, it makes it harder for us to identify trends in real time and review tickets after the fact, as chat tickets essentially become invisible to us from a tagging perspective. 

    1
  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Andrew,

    Thanks for sharing the feedback. I also read the ticket you sent to support, so you are aware that with the Web SDK you can build the fields into your custom widget.

    Without having to build a custom widget, the only other option is to use tags and that Javascript API to either automatically set the device type for the visitor (use front end code to look at user agent, set tags based on your internal device grouping) or have a form on your website before it shows the widget and the visitor fills out the form that then adds the answers as tags to the visitor's session.

    You can learn more about the tags API here: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#addTags

    Currently, we have no plans in 2019 to offer native custom forms in the Chat widget experience.

    Thanks,

    Ramin

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  • Claire Fryatt
    Comment actions Permalink

    This would make the customer experience so much better. As it would enable the trigger to go to the correct form.

     

    Thanks

    Claire

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  • Dawn Anderson
    Comment actions Permalink

    Hi

    Is there any plans on introducing the ability to customize the pre-chat form, this part of Zendesk seems to be very dated as one fit for all is not suitable.

    We want to use Chat so we can filter chats to correct department and ensure they have all the appropriate details so they can deal with the chat. By using the pre-chat greeting depending on department is not appropriate as it will be information overload for the customer.

     

    Thanks 

    Dawn

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  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Dawn,

    There are no plans in 2019 to allow for more customisation of the pre-chat form. You can collect more information and route chats today using the Conversations APIs via a bot.

    Alternatively, you can put the custom form on your website that filters the people to the correct department by using the setVisitorDepartment JS API (if you put the form on your website) and then show the widget to the visitor.

    If you want the form embedded in the widget experience, you can spend more development time and build a fully custom widget using the Web SDK.

    Thanks,

    Ramin

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  • Kelsey Hales
    Comment actions Permalink

    +1 for customizing the pre-chat form, this is the only chat product I've seen that doesn't allow a pre-chat form. being able to collect data from the customer before the chat reduces handle time considerably. being able to just change the text on the fields would be great so we can better capture first and last name instead of just 'name'. Further, since chat routing is so basic that we have to leverage departments, it would make a lot more sense for us to be able to rename that field to something accurate like language. This area has been a sore spot for a long time.

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  • Nicole - Community Manager
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    Thanks for sharing that feedback, Kelsey. 

    Also, I see that this is your first post - welcome to the Zendesk Community! If you'd like to say hello to everyone, you can introduce yourself here.

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  • Kaushik Sampath
    Comment actions Permalink

    +1 on pre-chat form customization. Especially with customer dashboards where you have a logged in vs logged out experience, there isn't a need for a pre-chat form in the logged in experience. This will improve the end-user experience.

    Also, customization of fields would be helpful especially when we're not intending to call the customer back, why would we even want to collect the phone no.?

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  • Dawn Anderson
    Comment actions Permalink

    Hi Team

    We need to add some more wording to the pre chat form, I figured out how to do a space but what code do I use that would be some parts in bold please? (Newbie here so still learning all different elements of JS code).

    I've tried <b> <strong> but nothing is working - suggestions?

     

    Thanks

    Dawn

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  • Ted Cheng
    Comment actions Permalink

    Hi Team,

    Need a pre-chat form with customize reason for contact options. Meanwhile, a reason for contact report can be pulled out associated with customer ID (like email) and date.  Thanks!

    Ted

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