The pre-chat window collects visitor information before a chat begins, helping agents learn more about visitors before accepting their chat requests. You can customize the window content and fields based on your business needs.

By default, the pre-chat window is disabled. Follow the steps below to enable and customize it.

Step-by-Step Instructions

1. Log in to the Comm100 Control Panel.
2. From the left navigation menu, go to Live Chat > Campaign > Pre-chat. If you use multiple campaigns, make sure you select the correct campaign.
   
3. Turn on Pre-chat.
4. Configure the Header, Title, define Greeting Message, and enable the Facebook login option if needed.
   
   
   Note: To configure the window Title, you must use the Popup Chat Window.
5. Scroll down to configure the fields displayed in the pre-chat window. You can:
   • Set whether each field is Visible or Required.
   • Add additional fields to collect visitor information based on your business needs. To learn how to add new fields in pre-chat window, see this article.
   
   The Department system field can also be added to the pre-chat window. When displayed, departments that are available in Live Chat are listed with their current status, such as online or offline. When a visitor selects a department, the chat request is automatically routed to agents in the selected department. To learn how to create a department, see this article.
   
   
   Note: There are character limits for both the field name length and the visitors' input area.

   • The maximum length for the field name is 256 characters.
   • For a text box type field, the maximum input area length is 128 characters.
   • For a text area type field, the maximum input area length is 2048 characters.
6. Click Save.

Now you have successfully customized your pre-chat window. The new settings will take effect automatically and immediately. You can refresh your website and see how the settings work to your satisfaction.