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Collect Information from Contacts via Form

The pre-chat form is used to collect information about a contact or a conversation before initiating the conversation. The pre-chat form is available only in the website live chat.

There are two types of fields that come under the pre-chat form.

  1. Standard fields: These are the primary contact fields - full name, email, and phone number.

  2. Custom fields: These are the fields that are created via custom attributes.

By default, all the fields are displayed under the pre-chat form settings.

The admin can do the following actions with fields:

  • Enable/disable fields
  • Change field order
  • Update label/placeholder
  • Enable/disable validation

The fields shown in the table are described below.

Field NameDescription
KeyField unique identifier
TypeType of the field (text, list, number, date, link, boolean)
RequiredIs the field required or not?
LabelThe label that will be displayed to the visitor on the widget.
PlaceholderThe placeholder value

Once the pre-chat form is enabled and someone starts a conversation, it would show a form like the one below.