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Pre chat form

  • October 22, 2021
  • 2 replies
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A

Hello!

It would be a really nice addition being able to edit the pre chat form on Zendesk Chat natively, to include personalized questions to the clients such as: "are you a cliente already?" giving it the possibility to have a better screening for clientes, so we can rerout the service to the specialized department. 

    2 replies

    R
    • Ramin12
    • October 22, 2021

    Hi there Aline,

    Thanks for sharing your feedback for more customisation in the pre-chat form. Although we have no immediate plans to offer this functionality in Chat, you can achieve what you want by using Messaging with a combination of Support triggers and Answer Bot Flow Builder. You can learn more here: https://support.zendesk.com/hc/en-us/articles/1260805217489-Recipe-Routing-messaging-tickets-using-Support-triggers

    Flow builder offers the ability to ask and record ticket field data so you can ask if they are an existing client and route the conversation based on that ticket field value.

    If you are not interested in moving to Messaging, your solution in Chat would be to potentially use a 3rd party bot partner like Ada that can handle the data collection and routing on their end and transfer the chat to Zendesk once the flow is complete. 

    Hope that helps,

    Ramin

     

    A
    • Aline14
    • Author
    • October 22, 2021

    Hi Ramin! Thanks for the fast reply!

    I was reading the article you sent me, but when I looked up for the flow builder, I wasn't able to find it on the new admin pannel, can you show me where it is now? The videos on the article that shows how to build a flow is out of date.

    Thank you,

    Aline

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