The pre-chat form: collect details before the conversation

The pre-chat form asks the visitor for a few details before starting the conversation (for example their email), so you can follow up and qualify the request.

Enable and configure it

1. Go to Settings → Inboxes → (Website inbox) → Pre-chat form.
2. Enable the form.
3. Write the intro message shown above the form.
4. For each field: enable it, make it required or not, and customize the label and help text. You can reorder the fields.

Default fields: Email, Full name, Phone. You can also add your custom attributes.

Good to know: ask for the minimum (often just the email) so you don't discourage the visitor. The shorter the form, the more it gets filled in.