Ask for the context that makes a better answer possible.
A pre-chat form collects relevant details before a conversation starts. A post-chat form asks a follow-up question after resolution. Field definitions and submitted answers are versioned separately from messages.
SUP-1042 Delivery address change Website
SUP-1038 Question about a plan Website
SUP-1033 Product availability Mobile
SUP-1029 Account access question Website
SUP-1037 Support queue Assigned
SUP-1034 Billing question Waiting
SUP-1027 Mobile app question Assigned
SUP-1031 Maya · Delivery request Agent
SUP-1024 Sam · Account question Agent
SUP-1019 Jordan · Plan question Agent
Alex 10:24 AM
Hi, can you help me update my delivery address?
Maya 10:25 AM
I can help. Please share your order reference so I can check the options.
Alex 10:26 AM
Thanks. The reference is AZ-2048.
Agents can start with the customer's topic or account context, and managers can learn what mattered after a case closes without losing the original wording of past responses.
How it works.
Follow the implemented workflow from the first action to the next.
Build the form
An administrator selects the PRE_CHAT or POST_CHAT stage, ordered typed fields, required answers and eligible rules.
Let the customer answer
The widget validates a pre-chat submission before starting a conversation, or prompts an eligible post-chat form after closure.
Keep a reliable record
The agent sees answers; the submission retains its field snapshot and version even if the form is edited later.
Built around the work.
Typed fields
Ordered fields can collect the exact question or choice the support team needs.
Group selection
A pre-chat answer can help direct the request to the appropriate support group.
Versioned answers
Past submissions preserve their own label/version, separate from the conversation message feed.
Make it work for your team.
- Create, edit, preview, enable, disable or archive tenant-scoped forms.
- Choose required fields and rule-based eligibility.
- Review form reports under the allowed role and date range.
Know what to expect.
- The API validates required pre-chat answers as well as the widget; the form cannot be bypassed by a malformed request.
- A post-chat form appears only for eligible resolved conversations and can be submitted once.
- More required fields can add friction; no conversion lift is promised.
Start with the right question
Illustrative: before asking for help, a customer chooses Billing and adds a short description. The assigned agent opens the thread with the answer visible, not hidden in an unrelated email.
The details matter.
Can a form route a chat?＋
A supported group-selection field can contribute to the conversation's group routing.
What happens when I edit a field label?＋
Existing submissions keep the field label and form version captured when the customer answered.
Make every conversation easier to carry forward.
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