Live Agent Developer's Guide

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Pre-Chat Forms Overview

The pre-chat experience is what happens between the time visitors request a chat and the time they’re connected to a support agent. Use pre-chat forms in Live Agent to customize this experience and collect information from visitors.

You can create a pre-chat form to gather information, such as a customer’s name, email address, and reason for contacting customer support. This information can help direct chat requests more efficiently and can reduce the amount of time agents need to spend collecting information before beginning a chat session.

You can create a Visualforce page to host your pre-chat form, or you can develop the form on your own. The information in this guide focuses on using Visualforce.

If a chat is disconnected after the customer completes a pre-chat form, the pre-chat data may be lost when the chat connection is reestablished.

Note