Pre-Inquiry Form

1. Pre-chat Form Enablement

The Pre-chat Form is a feature module for the Online Customer Service application. Configure it at: Online Customer Service –> Pre-chat Form

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2. Pre-chat Form Settings

1. Sending Mode Settings

After enabling the Pre-chat Form, the system automatically retrieves all WeChat and web channels. You can configure the Pre-chat Form sending options for each channel.

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• Auto Send: When checked, the system automatically sends the Pre-chat Form to the customer before a live agent joins the session.
• Auto Send Mode: Choose whether to send only for new visitor sessions or for all visitor sessions.
• Auto Send Record Type: If you have multiple Record Types configured, select which Record Type to use when auto-sending.
• Prompt Text: The message that accompanies the Pre-chat Form when it is sent.
• Require Form Before Agent: When checked, the customer must submit the Pre-chat Form before the conversation can be transferred to a live agent.

2. Terminal User Submission Permissions

You must grant appropriate permissions to Terminal users. Configure permissions at: Admin –> Interconnection –> Roles –> Personal User, and apply the permissions shown below.

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3. Allow Guest Submissions

After completing the above settings, customers with identities in the system (i.e., maintained as Interconnection users) can submit requests on their own. If your organization permits unauthenticated users to submit service requests, enable Guest identity. Configure at: Admin –> Interconnection Settings –> Interconnection Guest Identity –> Enable.

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If guests may submit requests, assign the Pre-chat Form submission permissions to the Guest identity following the same permission setup described above.

4. Customer Submission Page for the Pre-chat Form

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You can configure which fields users must fill out and the display layout based on your business needs. For layout guidance, refer to: https://help.fxiaoke.com/9adk/82a7/89e6/264f

5. Agent View: Pre-chat Form

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