Custom Form Livechat

This feature lets you collect information from customers before a livechat conversation begins. With the form turned on, your agents know the customer's basic details, or what they need, before they even say hello.

1. Turn on the feature

• Go to the Inbox menu and choose the Livechat category.

• Under User Info Requirement, change the setting to Enable (Custom Form).

• Once it's on, the Custom Form Fields panel will appear below.

2. Add a new field

• Click Add Field to open the field settings pop-up.

• Fill in the following:

  • Name: the label or question shown on the form (for example, "Full name" or "Address").

  • Type: the kind of input you need, such as Text, Number, Phone, Email or Select (dropdown).

  • Mandatory: tick this if customers must fill in the field before they can start chatting.

• Click save in the pop-up once you've set up the field.

3. Arrange and save your fields

• Drag and drop the six-dot icon on the left of each field to change the order.

• Use the trash icon to remove a field you don't need, or the pencil icon to edit it.

• Remember to click Save on the Inbox settings page so your changes stick.

4. What customers see

• Once saved, customers who open your livechat link will land on a "Start Chatting" page.

• They'll need to fill in every field (especially those marked with an asterisk as mandatory) before the Start Chat button becomes active.