Set up the pre-chat form
Ask visitors for a few details before the conversation starts.
Ask visitors for a few details before the conversation starts.
The pre-chat form collects a few details before a visitor's first message, so agents have context from the start and you can follow up by email if the chat goes offline.
The form lives in your widget channel's design settings.
Built-in fields
Each field can be required, optional, or hidden:
Email is always collected. Lunadesk needs it to resume the visitor's session, send the email fallback when you're away, and link the chat to a customer profile.
Custom fields
Add your own questions as text inputs or dropdowns (for example What's this about? with a fixed list of options). Mark each as required or optional.
Intro text
Add a short line above the form explaining why you're asking — Leave your details and we'll get back to you.
When the form shows
- ·Anonymous visitors — the form appears before the first message.
- ✕Identified visitors — visitors you've already identified with a signed token (see Identify logged-in visitors) skip it. You already know who they are.
Anonymous chat
Rather not gate the chat? Set every field to optional or hidden. You can still choose to collect an email from anonymous visitors so no conversation is lost when it moves to email.
Whatever a visitor enters shows up on the ticket in the Inbox, alongside the conversation.
A few fields up front, and every answer lands on the ticket in the Inbox.