Forms are a powerful tool within the BeDesk live chat widget to gather essential information from your customers either before a conversation starts or after it has ended. This helps your agents gain valuable context and allows you to collect crucial feedback to improve your service.
This article will guide you through setting up both Pre-chat and Post-chat forms.
The pre-chat form is displayed to your customers before they can initiate a chat. Enabling this form ensures your support agents have the necessary context about the customer and their issue from the very beginning, leading to faster and more efficient resolutions.
Common uses for a pre-chat form include asking for:
The customer's name and email.
The department they need to reach (e.g., Sales, Support).
A brief description of their issue.
Navigate to Admin > Settings > Livechat.
In the Forms section, select Pre-chat form from the dropdown menu.
Information: Enter the introductory text you want customers to see above the form fields (e.g., "Please fill out this form before starting a chat.").
Attributes: Click + Add attribute to add fields to your form. You can add fields for Name, Email, Category, and more.
Toggle the form: You can disable the form temporarily without deleting it.
Click Save changes in the top-right corner.
All Custom Attributes will be selectable within the form.
The post-chat form appears after a chat conversation has been closed. This is the perfect opportunity to gauge customer satisfaction and collect feedback on their experience with your support team.
The most common use for this form is to ask the customer to rate their chat experience.
Navigate to Admin > Settings > Livechat.
In the Forms section, select Post-chat form from the dropdown menu.
Information: Enter the question you want to ask the customer (e.g., "How was your chat?").
Attributes: Add the necessary attributes. The Rating attribute is ideal for this purpose.
Click Save changes.