Hey there, we'd like to use the pre chat form - without having the name and email fields displayed.
So the pre chat message for an agent only.
To achieve, that, we turned the user profile feature off. That created the pre chat form without asking for name and email ID.
However, the problem is now, that this caused to turn the offline form feature off automatically. But when our team is offline, we'd still like that our customers are able to leave offline messages using the form.
So why is it not possible to turn the user profiles off for the pre chat form but still have the user profiles enabled for the offline form?
So we don't understand why the userprofile does have to be enabled on the pre chat form in oder to use the offline form. I think it would be so much more convenient for all Zendesk Chat users, if there would be two different user profiles - one connected with the pre chat form and the other connected with the offline form. (That would give Zendesk Chat so much more possibility on customizing the prechat form.)
Otherwise it would always be required to use the user profile on the pre chat form in order to use the offline form as well. That is very sad and disappointing and limits the use case for our current needs.
We know that we have the option to enable user profiles and just set up that names and emails are not required on the pre chat form. But we'd like to hide them completely and just show the fields when our team is offline.
We cannot imagine that we are the only users who are facing this problem, so we'd love to hear back if you have an idea how we can solve this problem. Maybe you are already working on a solution to offer all Zendesk Chat users?
Please feel free to refer to ticket #2099886 to get some more information on that.
Please sign in to leave a comment.