Pre-chat forms collect visitor information before the conversation starts. You control which fields are shown and what text visitors see.
Default Fields
Toggle these fields on or off in your widget's Customize Text tab under the Pre-Chat section:
| Field | Setting | Default Placeholder |
|---|---|---|
| Name | Chat Name toggle | "Your Name" |
| Chat Email toggle | "Your Email" | |
| Phone | Chat Phone toggle | "Your Phone" |
You can customize the placeholder text for each field. Enabled fields are required - visitors must fill them in before starting the chat.
Start Message
Configure the text shown above the form fields and the label on the start button. The default start button text is "Start Chat".
Custom Fields
Add up to two custom text fields and one dropdown field:
Custom Text Fields
Enable Custom Field 1 and/or Custom Field 2 and set the label text. These are freeform text inputs.
Custom Dropdown
Enable the dropdown field, set the label, and provide a comma-separated list of options. For example, a "Department" dropdown with values: Sales, Support, Billing.
Department / Group Routing
Enable the Groups field to let visitors select a department before starting their chat. The groups list maps to channels in your connected platform (Slack channels, Teams channels, etc.), so chats are routed to the right team based on the visitor's selection.
GDPR Consent
Enable the consent checkbox to collect explicit data processing consent before the chat begins. Customize the consent text to match your privacy policy requirements. The visitor's consent status is recorded and visible in chat transcripts and reports.
Question Field
The "Your Question" field lets visitors type their initial message on the pre-chat form. Customize its placeholder text (default: "Your Question").
Quick Replies
Set default quick reply buttons (chips) that appear when the chat starts. Enter comma-separated values in the Quick Replies field. Visitors can click these instead of typing their first message.
Skipping the Pre-Chat Form
If you pre-populate all required fields using the JavaScript SDK, the pre-chat form is skipped and visitors go directly to the chat. This is useful in logged-in areas where you already know the visitor's identity.