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Adding Chat Forms to Your Widget


Save steps by gathering visitor information and identifying known contacts with Chat Forms.

Adding a chat form will help your team gather information and quickly review any conversation history if the visitor has reached out to your company before.

In this article:

  • What are Pre- and Post-Chat Forms?
  • What’s the Difference Between Online Forms and Offline Forms?
  • Creating a Pre-Chat Form
  • Creating a Post-Chat Form

What are Pre- and Post-Chat Forms?

Pre- and Post-Chat Forms allow you to capture visitor information directly in the widget. Pre-Chat Forms will prompt the visitor to enter their information before they can start a conversation. Post-Chat Forms will deploy after a visitor clicks ‘Start Conversation’ or ‘New Conversation’ in your widget. Post-Chat Forms can be configured in settings to have a time delay before populating in the chat.

What’s the Difference Between Online Forms and Offline Forms?

Online and offline forms serve the same purpose but appear under different conditions. Online forms are used to gather information when your team is available. Offline forms will deploy when all your live agents’ statuses are set to offline.

Creating a Pre-Chat Form

Build your form by heading to Settings > Messenger Setup > Chat Widget > Chat Form. Then use the drop-down to choose between online or offline. Click ‘Add more’ under Pre-Chat Form to begin adding fields.


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A menu will pop up displaying the custom attributes for contacts. Click any attributes you’d like to add as required fields.

Once you’ve added the fields, the Pre-Chat Form will be live in your widget. Test it out by visiting your test environment and opening a new conversation. You should see the form after clicking ‘New Conversation’. To test offline forms, make sure that every user’s status is set to offline or the forms will not appear.

Creating a Post-Chat Form

Build your form by heading to Settings > Messenger Setup > Chat Widget > Chat Form. Then use the drop-down to choose between online or offline. Click ‘Add more’ under Post-Chat Form to begin adding fields.


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A menu will pop up displaying the custom attributes for contacts. Click any attributes you’d like to add as required fields. If you would like to enable a delay on the form appearing in the chat, enter the desired time in the Post-Chat Form Delay.

Once completed, the form will be available in your widget. Test it out by opening a new conversation in your testing environment and sending a message. After the chosen time delay, the form will appear. To test offline forms, make sure that all users’ statuses are set to offline before opening a conversation.


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