Pre-Chat Form Mandatory?
I have a trigger set up to initiate a chat if the customer has been browsing for 90 seconds. Just to see if they need assistance. Here is my trigger:
This is what the customer sees:
The issue is, the customer doesn't need to enter any information in order to start a chat. So we'll get a chat from "Visitor 648428" and that's all the information we receive.
I'd rather not have to ask customers what their email address is, I'd rather the "system" forces them to enter their email address in order to even start a chat. Is there a way to do this?
Something like "before we get started, please fill out this form" followed by the email field box? And if they don't enter anything, they get something like this:
I hope this makes sense...
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Hello Kyle B,
So if you are looking to ensure customers are submitting the information you want before chats, the easiest way to do this would be via the widget settings. You can require customers to enter information, like name, phone number, or a question, by enabling the pre-chat form.
To enable the pre-chat form
- From the dashboard, select Settings > Widget.
- Click Forms at the top of the page.
- Next to Pre-Chat Form, click On.
- Select the information you want end users to enter before they can start a chat, like in the example below:
Otherwise, your other option would be to change your trigger message to ask for the email right away.
Best regards.
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Thanks for the suggestion, Devan. That is already setup and working correctly. I was hoping there would be some way to force the customer to enter their information before routing their chat to an agent. It doesn't look like I'm able to do this, however. Oh well, thanks again.
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