We have been expanding Live Chat across our web experiences over the last several months, and today we launched to all logged-out experiences, which should increase chat volume significantly. In order to make the volume increase a bit more bearable, we were planning to use the Pre-Chat form as a way to get more information from the user chatting in, so we can not only ID them in SFDC, but also know a bit about their question before entering the chat.
We recently learned from our Legal department that we are not legally allowed to ask a user for their phone number without also have a checkbox for the user to "opt in" for us to communicate with them via that phone number. Even if the phone field is optional, we can't legally ask.
With this said, the pre-chat form has all we need and would be incredibly valuable to us, if we were able to take the phone field off and avoid this legal issue.... can you please adjust the form settings so that it is a bit more configurable in situations like this?
Thank you so much!