The Pre-interaction forms feature allows you to display a customizable contact form to users before they initiate an interaction — such as starting a chat, making an audio or video call, or requesting a callback.
The form collects key user details in advance, helping Agents prepare for the conversation and providing them with this information directly in the Visitor Journey view for better context and interaction handling.
Each field in the form can be configured as optional or mandatory, giving you full flexibility over which information must be provided before the interaction begins.
You can also change the Header text above the form to provide a short description or instruction that explains the purpose of the form to users.
The following field types are available for configuration:
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First name
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Last name
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Phone number
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Email address
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Custom fields
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Topic list (custom drop-down list)
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Consents
Pre-interaction forms should be configured individually for each selected channel.