Pre-chat Form

The pre-chat form collects visitor information before the conversation starts so operators have useful context from the first message.

Enable the form

Open Settings → Widget and enable Collect details before chat.

The dashboard currently offers these built-in fields:

• Name
• Email
• Phone

Each enabled field can be marked required or optional.

Add custom fields

Active visitor or conversation custom fields can also be added to the pre-chat form. Define and manage those fields under Settings → Custom Fields, then return to Settings → Widget and select the fields that should appear before chat.

Use custom fields for information that belongs to your own workflow, such as an order number, customer tier, or issue category.

Department selection

Department selection is not a built-in field in the current Widget settings form. If you need a department selector in a custom integration, the browser widget configuration supports a departments override; otherwise use your site's routing and department configuration after the conversation starts.

See Widget Customization for supported browser initialization options.