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The Pre-Chat form is a handy feature that allows you to ask your customers for any details regarding the issue you’re interested in before the conversation starts. It allows Agents enables agents to see already pre-populated issues and not lose avoid losing service requests when no Agent is onlineagents are available.
In that case, after clicking the New Conversation button in the Chat Widget, the user is presented with a form like this:
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In order to continue, the user must fill out all required fields and clicks click Submit and continue, they can continue the conversation. The filled-out form is saved in the created issue's standard and custom fields.
Before
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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).
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.
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How to Set Up the Pre-Chat
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Form:
1. Go to Project Settings > Chat Settings > Widget Functionality > Pre-Chat Form.
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