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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
The Pre-Chat form is a handy feature that allows you to ask your customers for their email addresses, phone numbers, or the topic they are interested in before the conversation starts. It allows Agents to see already pre-populated issues and not lose service requests when no Agent is online.
In that case, after clicking the New Conversation button in the Chat Widget, the user is presented with a form like this:
Only when the user fills in all non-optional fields and clicks Submit and continue, they can continue the conversation. The filled-out form is saved in the created issue's standard and custom fields.
To set up the Pre-Chat form:
1. Go to Project Settings > Chat Settings > Widget Functionality > Pre-Chat Form.
2. Select from the available fields (Reporter, Component), or create new supported custom fields.
Supported types of custom fields are: Short Text, Paragraph, Number, Checkboxes, Radio Buttons, Select List (single choice), and Select List (multiple choice). If you don’t know how to create a custom field, refer to Jira’s documentation.
3. If you create new custom fields, make sure you’ve added them to the correct screens, or they won’t appear.
4. Find the newly created field in the list of available, and click the ➕ icon to add it to your Pre-Chat form.
5. Adjust the name of the custom field according to your liking. You can also reorder fields and specify if they are mandatory or optional.
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6. Click Save.
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In order for this form to work correctly, make sure:
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