Pre-Inquiry Form

1. Enabling Pre-Chat Forms

Pre-Chat Forms is a feature module in the Online Customer Service application. The configuration path is: Online Customer Service > Pre-Chat Forms.

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2. Configuring Pre-Chat Forms

1. Sending Mode Settings

After enabling Pre-Chat Forms, the system automatically retrieves a list of all WeChat/web channels. You can configure Pre-Chat Form sending options for each channel.

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• Auto-Send: When enabled, the system automatically sends the Pre-Chat Form to customers before connecting them to a live agent.

  • Auto-Send Mode: Choose to send forms only to new visitors or to all visitors.

  • Auto-Send Record Type: If multiple record types exist, select one to send.

• Prompt Message: The notification text displayed when sending the Pre-Chat Form.

• Live Agent Connection: When enabled, customers must submit the Pre-Chat Form before connecting to a live agent.

2. Terminal User Submission Permission Settings

Terminal users require specific permissions to submit forms. Configure these permissions at: Administration > Interconnection Roles > Individual Users, as shown below.

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3. Allowing Guest Submissions

After completing the above settings, registered users (maintained as Interconnection users) can submit forms independently. To allow unregistered users to submit service requests, enable guest submissions at: Administration > Interconnection Settings > Guest Access > Enable.

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If guest submissions are allowed, assign Pre-Chat Form permissions to guest roles, following the same process as above.

4. Customer Pre-Chat Form Submission Page

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Businesses can customize fields and layout based on their needs. For detailed guidance, refer to the Layout Guide.

5. Agent View of Pre-Chat Forms

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