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How do I enable Prechat in Salesforce?
To set up the pre-chat form:
- From Setup, enter Embedded Service in the Quick Find box, then select Embedded Service.
- Select the Embedded Service deployment that you want to work with by clicking the arrow beside the deployment name and selecting View.
- Click Edit next to Chat Settings.
What is pre-chat form in Salesforce?
This pre-chat form gathers some initial information about the customer, like their name or email address, and uses it to find existing records in Salesforce. Maria finds that one of the available fields is Case Reason, which lets customers select a reason for starting the chat.
Is there a pre chat form for live agent?
Live Agent has an optional Pre-Chat form that can be provided for the chat customer to fill out prior to the start of the chat. The methods available are documented as the Pre-Chat API in the Live Agent Developer’s Guide. The Pre-Chat API can be used to search for or create records automatically when a chat customer submits the Pre-Chat form.
How to create case from live agent chat automatically?
It makes the chat agent very diffcult to use. Without creating a case you can’t track the number of chat sessions reps take. We also would like to have a Case created automatically when a Live Support ends, unless there is a Case added to the Transcript. There may be a case where someone uses Live Support to check on an existing case.
How to create pre chat form in Salesforce LIVE agent?
To gather more information, if required, you can customize the pre-chat form using a VisualForce page. You can create custom fields in the Standard Live Agent object, which can then be mapped using the pre-chat form and will be visible to the agent on the hover pop-up during the incoming chat. The format to map custom fields is:
Why do I need a pre chat form?
To initiate text-only live chat, a pre-chat form is a useful feature. A pre-chat form is used to gather basic information from customers, like name, email, phone number, and reason for contacting the agent — all of which will help in redirecting the customer to the right agent in minimal time.