Pre-chat form

Open Settings → Pre-chat form and switch on Ask for details before the chat starts. It's off by default.

What you can change

• Title, intro and button text — say why you ask (for example, so the team can follow up).
• Fields — Name, Email and Phone to start with. Add Company, Order number or your own fields; choose short text, long text, email, phone or a dropdown; mark each as required or optional; reorder or remove them (up to 8).
• Let visitors skip the form — shows a Skip for now link so nobody is blocked from asking a question.

What happens with the answers

• The chat starts with the visitor's details: you see them at the top of the conversation and in the contact panel.
• A lead is saved under Leads (marked Pre-chat form) and the contact is added to Contacts.
• The agent uses their name and won't ask again for an email or phone they already gave.
• Webhooks and integrations receive conversation.created and lead.created events.