# Pre-Chat Questionnaire

Triggers automatically only after a customer sends the first message (e.g., “Hi” or “Hello”). It collects basic info such as the user's name, query type, or contact details before routing to a live agent.

<figure><img src="/files/ohTlflmRNw8iFKkHvjcW" alt=""><figcaption></figcaption></figure>

**Example:**

* Customer sends: “Hi”
* WhatsApp4Dynamics replies:

1\.    Thank you for Choosing Inogic! Which product are you interested in? WhatsApp4Dynamics / Maplytics

2\.   “Select your query type: 🔘 Order / 🔘 Support / 🔘 Feedback”

* After all responses, a Join Confirmation message is sent:

&#x20;“Would you like to connect with an agent now? Reply YES to proceed.”

If the customer responds “**YES**”, the chat transfers to an agent with all prior responses visible in CRM.

### Response Timeout Setting

The Response Timeout Setting helps manage scenarios where a customer does not respond during the Pre-Chat Questionnaire.

In the Pre-Chat process, questions are sent to the customer one by one. Each subsequent question is triggered only after receiving a response to the previous one. The first question is sent when the customer initiates the conversation.

If the customer does not respond, the chat remains in *Bot Conversation* state and no further communication occurs. To handle such situations, the Response Timeout Setting allows you to define actions that should be taken after a specified period of inactivity.

### Configuration Fields

**1. Response Timeout**

Defines the duration (in minutes) after which the timeout action will be triggered if no response is received from the customer.

**2. Response Timeout Action**\
\
Specifies the action to be performed once the timeout duration is reached.

Available Options:

* Restart Questionnaire\
  The questionnaire will restart when the customer sends a new message after the timeout.
* Repeat Current Question\
  The last unanswered question will be sent again after the timeout period.

**3. Response Timeout Template**\
\
Allows you to configure a template message that will be sent to the customer when the timeout action is triggered.

Example:\
“You seem busy. Type any message when you are available and we will restart the questionnaire.”

<figure><img src="/files/zstQTVxKXIfEpgu17Oox" alt=""><figcaption></figcaption></figure>

**Behavior Summary**

* The first questionnaire message is sent when the customer initiates the chat
* Each subsequent question is sent only after receiving a response
* If no response is received within the configured timeout duration:
* The selected Response Timeout Action is executed
* The configured Response Timeout Template is sent (if provided)
* The flow then continues based on the selected action

{% hint style="info" %}
**Notes:**

* This setting applies only during the Pre-Chat Questionnaire flow
* Timeout is calculated from the last question sent to the customer
* Ensure that the timeout duration is configured appropriately to balance user experience and responsiveness
* Template messages should be clear and guide the customer on the next step
  {% endhint %}


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