Visitor Identification
Name and email fields identify the visitor before the chat starts. Agents see who they're talking to from the first moment, enabling personalised greetings.
Pre-Chat Form
Workflow Builder Module
Capture name, email, department, and custom fields before a live chat session begins. Your agents get full context from the very first message — no back-and-forth, no wasted time.
- No credit card
- 14-day free trial
- UK hosted
- Visual builder
What Is the Pre-Chat Form?
The Pre-Chat Form module displays a structured form before the chat conversation begins. When a visitor opens your chat widget, the form appears first — collecting essential details like name, email address, department selection, and any custom fields you define. Only after the form is submitted does the conversation flow continue.
This is the traditional approach to chat intake, and it remains the right choice for many businesses. Unlike the conversational Collect Info module (which asks one field at a time inside the chat), the Pre-Chat Form presents all fields simultaneously. This is faster for visitors who expect a structured experience and ensures your agents have every piece of context they need before they even accept the chat.
The form is fully customisable. You choose which fields to include, which are required, the labels and placeholder text, and the validation rules. Department selection can be configured to show only departments that are currently online — preventing visitors from requesting help from teams that aren't available.
Department Routing
A department dropdown lets visitors choose the team they need — Sales, Support, Billing, Technical. The workflow routes them automatically based on selection.
Initial Question
An open-text "How can we help?" field captures the visitor's issue upfront. Agents can read it before accepting, preparing a response before the first reply.
Custom Fields
Add account numbers, order references, or any text field you need. All values are stored as workflow variables and visible in the agent dashboard.
Detailed Example Workflow
Example: Professional Services Firm Intake
An accounting firm captures client details and routes to the correct specialist team — or to an offline form when agents are unavailable.
START
Conditional
Dept online?
Online
Human Chat
Specialist agent
Offline
Step-by-Step Breakdown
- Pre-Chat Form: The visitor sees a clean form with four fields: Full Name (required), Email (required, validated), Department dropdown (Tax Advisory, Audit, Payroll, General), and a free-text "What do you need help with?" field.
- Conditional Check: The workflow checks whether the selected department currently has agents online. This happens silently — the visitor sees nothing.
- Online Path: If agents are available, the visitor enters a live chat. The agent's dashboard shows the visitor's name, email, department, and initial question immediately — no need to ask again.
- Offline Path: If no agents are available, the visitor sees a friendly message explaining that the team is currently offline, and their details are emailed to the department as a support ticket.
Best Practices & Tips
The Pre-Chat Form sits between your visitor and your agents. Getting it right means higher completion rates and happier teams.
Fewer Fields, Higher Completion
Every extra field reduces completion rates. Ask only for what your agents truly need before the chat starts. Name and email are the sweet spot for most businesses — add department only if you have distinct teams.
Hide Offline Departments
Configure the department dropdown to show only departments with agents currently online. This prevents visitors from selecting a team that can't respond, reducing frustration and misrouted chats.
Consider Collect Info Instead
If your audience is mobile-heavy or prefers a conversational tone, the Collect Info module might achieve higher completion rates. Test both approaches and compare drop-off data.
Match Your Brand
Customise the form's header text, button label, and placeholder text to match your brand voice. "Start chatting with our team" feels warmer than a default "Submit" button.
Frequently Asked Questions
When should I use a Pre-Chat Form vs. Collect Info?
Use the Pre-Chat Form when you need multiple fields completed before chat begins — it's faster for structured intake. Use Collect Info when you want a conversational feel that asks one question at a time inside the chat. The Pre-Chat Form suits professional, form-familiar audiences; Collect Info suits casual, mobile-first visitors.
Can the Pre-Chat Form route to different departments?
Yes. Include a department dropdown in the form, and the selected value becomes a workflow variable. Follow the Pre-Chat Form with a Conditional node that routes based on the department variable — sending Sales queries to the Sales team, Support queries to Support, and so on.
Is the Pre-Chat Form mobile-friendly?
Yes. The form renders responsively inside the chat widget, stacking fields vertically on small screens. Input fields use appropriate mobile keyboard types (email keyboard for email fields, etc.) to streamline data entry on phones and tablets.
Can I skip the Pre-Chat Form for returning visitors?
Yes. If a visitor has completed the form in a previous session and their details are still stored in the browser, you can configure the workflow to skip the form and proceed directly to the chat. This creates a seamless experience for returning visitors while still capturing data from new ones.
Related Modules
The Pre-Chat Form typically leads into one of these modules to continue the visitor's journey.
Give Your Agents Context from the First Message
Set up a Pre-Chat Form in minutes. Your agents will thank you — and your visitors will get faster, better support.