Pre-chat window editing

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  System Setup and Customization > Control Panel > Account customization > Visual customization >

Pre-chat window editing

General

 

Pre-chat window is the very first screen your visitors see when they click on the Live Support button on your website.

 

Live Chat Pre-chat form

Default appearance of the pre-chat window

 

 

1. Header background image is common for the pre-chat, chat and offline chat windows

2. Start Chat Form Header Text is displayed on the pre-chat window only

3. All information entered to the pre-chat window fields will be displayed in the Room Details tab in the stand-alone Operator Console or in visitor information in the web-based Operator Console. This information will also be attached to the chat transcript as Visitor Details section.

 

Pre-chat form cannot be dismissed, this is the basic design of the system. But if you wish to skip it, you can delete all fields from it so the visitor will need to click "Start Chat" button only. However we recommend you to leave at least Your Name field intact. Otherwise all your visitors will be displayed as Guest when calling to the chat.

 

Customization of the pre-chat window

 

The pre-chat window can be customized from the account Control Panel.

 

1.Header background image can be changed on the Account Settings / Images page.

2.Start Chat Form Header Text can be changed on the Account Settings / System Messages page.

3.Pre-chat window fields can be changed on the Account Settings / Start Chat Form Fields page.

 

Start Chat Form Fields page

Start Chat Form Fields page

 

Add / edit / delete / reorder pre-chat window fields

 

Add

 

To add a new field, please do the following:

 

1.Click "Add New Field" link in the top right corner of the Existing Fields table

2.Enter a new field title in the "Field Title" field on the "New Field" form

3.Choose the field type in the "Field Type" field on the "New Field" form

4.Define the field width either in pixels or percent of available space

5.Choose the field input area position either next to the field title or below it

6.Check the "Make this field required" option if you wish the field to be required on the "New Field" form

7.Press "Create" button

 

Creating new field on pre-chat window

Creating new field on pre-chat window

Edit

 

To edit an existing field, please do the following:

 

1.Click "Edit" link next to the field description

2.Change all needed field's properties on the "Update Field" form

3.Press "Save" button

 

Delete

 

To delete an existing field, please do the following:

 

1.Click "Delete" link next to the field description

2.Confirm field deleting on the "Delete Input Field" form

 

Field deleting confirmation

Field deleting confirmation

 

Reorder

 

To reorder fields on the pre-chat window, please use the "Move this field up" and "Move this field down" (up and down arrows icons) links next to the field description.

 

Field properties

 

Field Title property is a text which will be displayed as a filed caption. It supports HTML formatting.

 

Field Type property determines type, purpose and appearance of the field input area. You can choose a field type from the predefined list.

 

You can use one of the following special field types:

 

Name - information from this filed will be used instead of the VISITOR variable in all System Messages.

 Note! The visitor name will be displayed as "Guest" if this field is not filled or if you remove the field of such a type completely. Only one field of Name type can be added to the Start Chat Form.

Message - the content of this field will be displayed as the first visitor message in the operator console. Only one field of Message type can be added to the Start Chat Form.

Select Preferred Operator - this field allows the visitor to choose the operator from the available operators list. The list can be either drop down or the bullets list. Only one field of this type can be added to the Start Chat Form.

Select Preferred Department - this field allows the visitor to choose the department from the available departments list. The list can be either drop down or the bullets list. Only one field of this type can be added to the Start Chat Form.

Select Country - this field allows the visitor to choose the country from the predefined list

Select State - this field allows the visitor to choose the USA state from the predefined list

Email Address - this field allows requesting an email address from the visitor. Data entered to this field will be validated to fit email address requirements

Captcha  - this field allows adding a Captcha to the Start Chat Form. Captcha field is required by default

 

There are also 2 common field types:

 

Text - the visitor will be able to enter some short text here

Text Area - the visitor will be able to enter some long text here

 

Width property defines the field input area width. The width can be defined either in pixels on in percent of available space.

 

Height property defines the field input area height. This property is available for Text Area and Message field types only.

 

Field Layout property defines if the field input area should be displayed in the same line with the field title or below it. Two-line layout allows to create the filed of the biggest possible width.

 

Make this field required property determines if the field will be required or optional to fill in.

 

Email verification field for live chat

Example of adding new required "Your Email" filed to the pre-chat window

 

How to use Captcha field

 

Captcha field is required by default and has several levels of complexity. It can be added to the pre-chat form to prevent bots from abusing the chat messenger:

 

 

Captcha field

Captcha field

 

1.'Field title' - here you'd need to enter the title for your Captcha field.

2.'Field type' - in this case 'Captcha' field type should be chosen.

3.'Strength' - this setting allows choosing the complexity level for your Captcha. You can strengthen your Captcha by choosing various combinations of complexity and configuration.

 

'Easy' -  on the above screenshot you can find an example of 5-digit easy Captcha.

'Medium' - this is an example of the medium complexity Captcha with digits.

 
 

Medium complexity captcha

 

'High' - this is an example of the high complexity Captcha with digits.

 
 

High complexity Captcha 

 

4.'Configuration' - this setting allows choosing what kind of characters will be used in Captcha.
 

'Use digits' - In this case only digits will be used to form Captcha. You can find some examples on the above screenshots.

'Use Latin characters' - In this case Latin characters will be used when creating Captcha. Below is an example of high complex Captcha with digits and Latin characters:

 

Captcha with Latin Characters and digits

 

'Use special characters' - Special characters will be used when creating Captcha. Below is an example of high complex Captcha with digits, Latin characters and special characters:

 

High complaex Captcha with digits, special characters and Latin characters

 

5.This is an example of Captcha. Here you can see how the Captcha will look on the pre-chat form. This example can be refreshed.

6.'Field Layout' - here you can choose the position of the Captcha field  - next to the field title or below it.