Overview
Pre-chat forms collect the fields you actually need — name, email, company, order number, intent — before a web chat reaches an agent. Every answer lands as a contact, deal, or custom field in the built-in CRM, so agents and Captain AI both open the conversation with full context. Useful for sales teams that hate "can I get your email?" as an opening line, and support teams that want to route by issue type from message one.
- Build forms with text, email, phone, dropdown, and custom fields
- Show forms conditionally — only to logged-out visitors, or per page
- Mark fields required or optional, with inline validation
- Auto-create or update CRM contacts from every submission
- Route conversations by form answers — team, language, or priority
- Pass UTM, referrer, and page URL silently alongside form data
- Skip the form entirely for known returning visitors
How it works
Design the form
Add fields in the inbox settings, set required/optional, and write the intro copy. Preview live in the chat widget.
Set when it shows
Choose visitor segments and pages where the form appears. Returning contacts can skip straight to chat.
Sync to CRM and route
Submissions create or enrich contacts, then route the conversation to the right team based on the answers.