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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 any details regarding the issue you’re 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.
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Only when the user fills in all non-optional required 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.
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Before you start
If you don’t know how to create a custom field, refer to Jira’s documentation.
Make sure all fields you want to add to the form are on the “Edit Issue” screen of the appropriate issue type. You can go to Screens page of your project to configure the screen.
Supported types of custom fields are: Short Text, Paragraph, Number, Checkboxes, Radio Buttons, Select List (single choice), and Select List (multiple choice).
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Keep this in mind: If you modify the list of available components or the set of available values for custom fields, you must re-add fields to your form for this form to function properly.
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, or create new supported custom fields.
3. If you create new custom fields, make sure you’ve added them to the correct screens, or they won’t appear.
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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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all fields added to the form are on the “Edit Issue” screen of the “Task” issue type. Please, go to Screens page of your project to configure the screen.
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