Introduction

In today's digital customer service landscape, collecting essential user data efficiently before initiating a chat is crucial for personalized and streamlined interactions.

This guide explores the process of enabling and customizing pre-chat forms within a webchat widget, allowing businesses to gather vital information even before the user sends their first message.

By configuring these forms, you can save user data directly into custom fields, enhancing your chatbot's ability to deliver tailored responses and improve overall user experience.

Step-by-Step Breakdown of Pre-Chat Form Configuration

1. Enabling the Pre-Chat Form

• Navigate to the Webchat Settings: Access your webchat widget's configuration panel.

• Activate the Pre-Chat Form: Locate the option to enable the pre-chat form, which allows data collection prior to user message input.

• Adjust Form Handling: Click on the icon to view form handling options, typically displayed at the top of the settings.

2. Customizing the Form Heading

• Form Heading: Modify the title or instructions displayed at the top of the form to guide users effectively.

• Design Considerations: Use clear, concise language to inform users about the data being requested.

3. Managing Form Fields

The core of the pre-chat form involves selecting and customizing various form fields to suit your data collection needs.

4. Adding and Editing Fields

• Adding Fields: Click on "Add Field" to include new data points.

• Editing Fields:

  • Label: Name the field (e.g., "Last Name").

  • Placeholder: Provide example input (e.g., "Enter your last name").

  • Hint: Additional guidance displayed below the label.

  • Required: Toggle to make the field mandatory.

  • Width: Choose between full width or a narrower display for horizontal layout.

5. Layout and Display Settings

• Horizontal vs. Vertical Layout: Adjust the width of fields to display horizontally (less than full width) or vertically (full width).

• Form Appearance: Ensure the form is visually appealing and user-friendly by customizing spacing and alignment.

6. User Engagement and Data Capture

• Start Message: Enable a prompt encouraging users to begin typing their message.

• Storing User Input:

  • User messages are stored in a system field called "last text input".

  • This data can be directly integrated into the chatbot's logic for personalized responses.

7. Saving Data to Custom Fields

• Mapping Fields:

  • Each form field can be linked to a custom field within your chatbot profile.

  • This allows automatic saving of essential data such as name, email, or preferences.

• Benefits:

  • Enables personalized interactions.

  • Facilitates user profiling for future engagement.

  • Supports pre-qualification before the chat begins.

Enhancing User Experience and Data Management

By meticulously configuring your pre-chat form, you empower your chatbot to gather critical user information seamlessly. This proactive approach not only reduces the need for repetitive data entry but also enables your system to deliver more relevant and personalized responses from the outset. Remember, the key is to balance data collection with user convenience, ensuring the form is straightforward, concise, and engaging.

Once your form is set up, you can further refine your settings in the upcoming sections, such as the webchat widget's overall behavior, appearance, and advanced customization options. This holistic approach ensures your customer support system is both efficient and user-centric, fostering trust and satisfaction.

Summary Highlights

• Pre-chat forms are essential for preliminary data collection.

• Customizable field types include text, email, URL, phone, number, date, choice, multiple choice, and dropdown.

• Fields can be added, edited, and styled to match your branding and data needs.

• Required fields ensure critical information is captured upfront.

• Layout options allow for a clean, user-friendly interface.

• Data mapping to custom fields enables automatic profile updates.

• Start messages can prompt users to begin interaction smoothly.

• Storing user input enhances chatbot personalization and efficiency.

Final Thoughts

Implementing a well-designed pre-chat form is a strategic move in modern customer engagement. It streamlines data collection, improves personalization, and sets the stage for a more meaningful interaction. By leveraging the customization options detailed above, you can craft a seamless onboarding experience that benefits both your users and your support team.