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How to create pre chat form in live agent?
With the help of Pre-Chat Form we can collect the same information for agent prior to start the chat. Please follow below step to setup the Pre -Chat Form in Live Agent. Step 2) Create Pre-Chat form code.
Why do I need a pre chat form for live chat?
In live Chat this is very common to collect some information about customer like name ,email and phone number. Providing that information to agent before they connect with customer will increase the agent’s productivity as they won’t have to ask those questions manually.
How is a pre chat form used in Salesforce?
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. To gather more information, if required, you can customize the pre-chat form using a VisualForce page.
How to create custom fields in live agent?
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: name=”liveagent.pre chat:.
How can I use the pre chat API?
Use the Pre-Chat API to search for or create customer records automatically when a customer completes a pre-chat form. Use the Pre-Chat API to access custom details from the Deployment API and incorporate them into pre-chat. Test and preview how pre-chat forms can work for your agents and customers.
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.
Why do we need pre chat form in Salesforce?
Providing that information to agent before they connect with customer will increase the agent’s productivity as they won’t have to ask those questions manually. With the help of Pre-Chat Form we can collect the same information for agent prior to start the chat.