What is a pre-chat form?

What is a pre-chat form?

A pre-chat form can gather information, such as a customer’s name, email address, and reason for contacting customer support. This information can help direct chat requests more efficiently and reduce the time agents spend collecting the information themselves.

How do I create a pre-chat form in Salesforce?

Important Create and edit your pre-chat forms from Embedded Service setup, not at global action….Select the use case for the pre-chat form.

1. Select the main reason that customers use chat.
2. Select the record type that’s created from the pre-chat form.
3. Click Next.

How do I edit a pre-chat form in Salesforce?

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. In the Pre-chat section, move the radio button to Active. Click Edit.

How to edit pre-chat form zendesk?

Some elements of the pre-chat form can be customized under Settings > Widget > Forms > Pre-chat form. For more information about the pre-chat form, see the article: Enabling the pre-chat form on the Chat widget.

How do I integrate Zendesk chat into my website?

Adding the Zendesk Chat widget to your website

1. From the dashboard, select Settings > Widget, then click the Getting Started tab.
2. Copy the embed script, as shown in the example below:
3. In the source code of the web page, paste the embed script between the page’s head tags.
4. Save and publish the page.

What is embedded service in Salesforce?

The Embedded Service component allows users to request a chat with a support agent. Make sure to set up Chat and Embedded Service before adding this component to your site pages. For help, see “Set Up Embedded Service for Your Website” in the Salesforce help.

How do you create a pre-chat form?

To set up the pre-chat form: From Setup, enter Embedded Service in the Quick Find box, then select Embedded Service….Select the use case for the pre-chat form.

1. Select the main reason that customers use chat.
2. Select the record type that’s created from the pre-chat form.
3. Click Next.

What is pre-chat form 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.

How do I customize a zendesk form?

Click the Admin icon ( ) in the sidebar, then select Channels > Widget. In the Customization tab under Custom ticket fields, click the Custom ticket fields drop-down. Select the custom ticket fields you want to display in the contact form, or select All custom fields. Click Save.

How do I embed a chat widget?

Embed chat widget in your web portal Go to Channels > Chat. Open the chat widget you want to embed in your website. On the Basic details tab, copy the widget snippet code from the Code snippet section. Paste the chat widget snippet code in the HTML source of your website.

How do I create a pre chat form?

There are a few fields included in your pre-chat form automatically. Let’s add another field. In the Case section, click the plus + to add a field. Select Case Reason from the list and click Add. Click Finish. That’s it! Now, when a customer clicks the chat window, they see this pre-chat form with the new field.

What are the fields in the pre chat form?

The fields in the pre-chat form are customizable, so you can design the perfect pre-chat form for your business. Maria finds that one of the available fields is Case Reason, which lets customers select a reason for starting the chat. It looks like both of Sita and Roberto’s requests can be fulfilled with a simple pre-chat form.

How does a pre chat form work in Visualforce?

Now, when a customer clicks the chat window, they see this pre-chat form with the new field. To see the form in action, Maria double-checks that she’s online in the console, refreshes her Visualforce page, and clicks the chat window. When her pre-chat form opens up, she sees the newly-added Case Reason field on it.

How to set up pre chat in Salesforce?

From Setup, enter Embedded Service in the Quick Find box, then select Embedded Service Deployments. Click the arrow beside your Embedded Service deployment and select View. Click Edit next to Chat Settings. In the Pre-chat page section, click Edit.