Using pre-chats

With pre-chats, you can pre-program questions to ask your contacts before the live chat session begins.

For example, you can ask them for their first name, last name, email address, or any other type of information you want. By asking key or strategic questions, the pre-chat feature is a great way to make sure all of your chats are well-identified.

Conversely, by setting up pre-chat questions, it might seem like you are going against the spirit of live chat. It's true that it may feel less spontaneous or authentic for your visitors to start a chat by submitting their generic information.

It's up to you to find the right balance between qualifying (or not) your chat sessions and possibly starting your chat session on a less-than-ideal note.