Published at: 2026-09-17
Pre-inquiry form
Scenario
Collect visitor information before Contact Support access, and control the visitor submission and access process.
Before you begin
The current account has Business Plugin and External Roles configuration permissions.
Configuration steps
Step 1: Enable pre-inquiry form
The pre-inquiry form is a feature of the Online Customer Service application.
Path: Online Customer Service > Business Plugin > Pre-inquiry Form
Step 2: Configure the pre-inquiry form
Set Sending Mode
After enabling the pre-inquiry form, the system will automatically obtain a list of all WeChat\webpage channels, and the sending items of the pre-inquiry form can be set for each channel.
Different pre-inquiry forms can be set up for different channels
Auto Send: After checking this option, the system will Auto Send pre-query form to the customer before the Contact Support session is connected.
Prompt: Prompt for sending the pre-inquiry form
Whether it must be submitted: After selecting “Yes”, the user must submit the pre-inquiry form before entering the manual session.
Set end-user submission permissions
Assign the required end-user permissions at Management > External Roles > Individual Users.
Set guest submission permissions
After configuration, customers maintained as External Users can submit service requests. To allow unregistered users, enable guest access at Administration > External Settings > Guest User > Enable.
If tourists’ service requests are allowed, the relevant permissions of the pre-inquiry form need to be assigned to the tourist identity. For details, please refer to the above service request permission settings.
Set up customer submission page
Enterprises can set the fields and display layout that users need to fill in based on their actual business needs. For specific tutorials, please refer to [Layout][1].
Expected Result
- Open the guest session entrance in the test channel.
- Confirmed visitors need to fill in the configured pre-inquiry form first.
- After submitting the form, check the information collected by Visible in the session.
FAQ and troubleshooting
- When the form is not displayed, check the form Enable Status and the channel association.
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Check field configuration and required rules when information is not written to the session. ## Related topics
- Service request
- Satisfaction evaluation
- Web channel access settings