Pre-chat Forms & Lead Capture
Collect visitor information before they start chatting. Configure required fields like name, email, phone, and add a privacy checkbox for GDPR compliance.
What Are Pre-chat Forms?
A pre-chat form asks visitors for their contact information before they can start a chat. This helps you:
- Capture leads — collect names, emails, and phone numbers automatically
- Route conversations — use the subject or order number to prioritize
- Stay compliant — add a GDPR privacy checkbox
- Reduce spam — only engaged visitors start a conversation
Enabling the Pre-chat Form
Navigate to Channels → Website Chat → Pre-chat Form tab. Toggle "Enable Pre-chat Form" on. When enabled, additional settings appear.
Form Fields
Configure which fields to show and which are required:
| Field | Toggle | Default |
|---|---|---|
| First Name | Required | On (required) |
| Last Name | Required | Off |
| Email Address | Required | On (required) |
| Phone Number | Show | Off |
| Subject | Show | Off |
| Order Number | Show | Off |
Toggle the switches to determine which fields are visible. "Required" fields must be filled before the visitor can proceed. "Show" fields are optional but displayed on the form.
Privacy Checkbox
For GDPR compliance, you can add a privacy consent checkbox:
- Toggle "Show Privacy Checkbox" on
- Enter your Checkbox Text (e.g. "I agree to the privacy policy")
- Enter your Privacy Policy URL (e.g.
https://yoursite.com/privacy)
Visitors must check the box before they can start chatting.
How It Works
When a visitor clicks the chat widget, the Home screen appears first — showing your brand hero, welcome message, CTA button, and FAQ accordion. When the visitor clicks the CTA button or switches to the Chat tab, the pre-chat form appears. After filling in the required fields and submitting, the chat opens and the visitor's information is automatically attached to the conversation. This data is visible in the contact sidebar of the Inbox.
Click "Save Changes" to apply your form configuration.