Why doesn't the pre-chat form populate?

Issue symptoms

The pre-chat form doesn't show even though I enabled it.

Resolution steps

The solution depends on the product you use.

If you use Chat and the pre-chat form doesn't show, ensure an agent status is online.

If you use messaging, the pre-chat form isn't available.

As a workaround, create a custom conversation flow with AI agents to automate your messages and collect the information of your visitor to send to an agent.

With the Transfer step, you can add ticket fields to the flow to require users to enter their information.

See the image below as an example flow that asks the customer for their name and email address before transferring the conversation to an agent.

If you still want to use the pre-chat form, disable messaging.

This article describes functionality available only to customers who drafted or published an AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see this article: Building dialogues for AI agents - Advanced.