Pre-Chat Questionnaires

The Pre-Chat Questionnaires feature lets you customize your website chat window by adding custom fields like name, email, query type, or any other details based on your business needs.

It helps collect important customer information before the chat begins, enabling quicker and more personalized support. All responses are saved as records in Dynamics 365 CRM, making it easy to track leads, manage interactions, and improve customer service right from the start.

Let’s say a customer, John, has a question about the earbuds he recently purchased from the GadgetHub website.

John visits the GadgetHub website and clicks on the Live Chat widget.

A Pre-Chat Form appears. John fills in the required details, including his name, contact information, and query.

After completing the form, he clicks the "Join Now" button to start the chat.

Once joined, John’s name appears in the live chat window, and all the information he entered in the pre-chat form is visible to the agent.

Simultaneously, a notification is triggered in Dynamics 365 CRM, alerting the support team of a new incoming chat request.

A sales representative, Sam, receives the notification and opens the chat request.

Sam can view all the details submitted by John before the chat began.

To proceed, Sam clicks "Accept Chat Request".

Chat response will be saved in CRM in the message entity under the Responses tab as shown below

As soon as Sam accepts the request, John is notified in real-time through the live chat window that an agent has joined the conversation.