Enable Pre-Chat Form

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 enables agents to see pre-populated issues and avoid losing service requests when no agents 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 click Save and continue. The filled-out form is saved in the created issue's standard and custom fields.

Before You Start

1. If you don’t know how to create a custom field, refer to Jira’s documentation.

2. 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.

3. Supported types of custom fields are: Short Text, Paragraph, Number, Checkboxes, Radio Buttons, Select List (single choice), and Select List (multiple choice).

4. 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.

How to Set Up the Pre-Chat Form

1. Go to Project Settings > Chat for JSM > Features > Pre-Chat Form.

2. Turn on the toggle for Enable Pre-Chat Form.

3. Select from the available fields, or create new supported custom fields.

4. If you create new custom fields, make sure you’ve added them to the correct screens, or they won’t appear.

5. Find the newly created field in the list of available, and click the icon to add it to your Pre-Chat form.

6. 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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7. Click Save.