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You can set up a pre-chat form that is displayed to customers after they click a chat button but before actually chatting with an agent. The pre-chat form is a component of the chat window associated with a chat button or chat invitation. The form can be customized. Customer input is added to the incoming chat.

1. Create or edit a chat window, as follows:
   1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
   2. Select an existing chat window or click Create New.
2. On the Pre-chat form tab, click Enable pre-chat form to activate the form For customer-initiated chats only or For customer-initiated and invitation-based chats.
3. To allow customers to choose the chat window language, allow the Language Selector to be shown.
4. To prompt customers for basic information or for a response to an initial question, set any of the following as required or optional:
   • Name
   • Last Name
   • Email
   • Phone
   • Initial Question

   The maximum length of initial questions is about 8000 characters, but you should take into consideration that the shorter your question is, the more likely it is that end-users read it.

   Tip: To customize these fields, go to the Customization tab and under Appearance, select the relevant key from the Layered/Pop-up - Details > Pre-Chat Survey key group.
5. To allow customers to associate the chat with a department in your organization, select an option for Department.

   To provide the customer with choices, you must add Departments Customer Can Choose.

6. Save your changes.

Remember: To implement a chat window, you must associate it with a chat button.