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Pre-Chat Form configuration showing qualification questions and options

Pre-Chat Form

The Pre-Chat Qualification Form allows administrators to qualify widget users before they begin a conversation. When enabled, users are presented with a single question (e.g., “Who are you?”) and must select an answer. An answer can assign a permission that determines which agents the user can access, or redirect the user to a URL.

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How It Works

  1. A widget user opens the chat for the first time (or on a new day).
  2. The qualification form is displayed with the configured question and options.
  3. The user selects an option.
  4. A permission option assigns its permission and opens the chat with the available agents. A redirect option opens its configured URL instead.
  5. For permission options, the form response persists for the rest of the day. Returning users see the chat directly without repeating the form.

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Configuring the Pre-Chat Form

Navigate to Channels > Pre-Chat Form in the admin panel.

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Enable/Disable

Use the toggle to enable or disable the pre-chat form. When disabled, widget users go directly to the chat without seeing any qualification question.

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Question Text

Enter the qualification question that will be displayed to widget users. For example:
  • “Who are you?”
  • “What best describes your role?”
  • “How can we help you today?”

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Options

Each option represents a possible answer to the qualification question. For every option, configure:
  • Label: The text displayed to the user (e.g., “Customer”, “Partner”, “Employee”).
  • Type: Choose a permission option or a redirect option.
  • Permission: For a permission option, select the permission to assign. This determines which agents the user can access.
  • Redirect URL: For a redirect option, enter the destination URL. This option does not assign a permission.
  • Order: The display order of the option in the form (lower numbers appear first).
Click Add Option to add more options. Click the trash icon to remove an option.

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Authenticated Users (API Data Integration)

If a user already has permissions assigned — for example, via JWT authentication, auth token, or default logged-in permissions configured in the API Data Integration settings — the pre-chat form is automatically skipped. The form is only shown to users who have no permissions yet.

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Prerequisites

For permission options, first create the permissions in AI Studio > Permissions. Redirect options need a destination URL instead of a permission.

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Deleting the Form

To remove the pre-chat form entirely, click the Delete Form button in the page header and confirm the deletion. This removes the form configuration and all its options.