Why isn’t my Pre-chat survey displaying to my site visitors?

February 28th, 2019 | Troubleshooting FAQ
Issue you’re experiencing:

I want my site visitors to fill in a pre-chat survey before starting a chat. However, on my website, the chat starts immediately after visitors click on the chat button. How can I change that?

Possible Cause
  • Your pre-chat form is not enabled for the campaign you are using on your website.
  • Pre-Chat is not enabled for the right campaign.
Potential Solution
  1. Go to Campaign > Pre-chat and enable the Pre-Chat form. Make sure the correct campaign is selected from the top-right Campaign menu.
  2. pre-chat not showing
  3. Select the fields you want your visitors to fill in and mark them visible. Make sure to mark mandatory fields as Required .
  4. prechat not showing 02
  5. Save Changes and Refresh your webpage.
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