[{"data":1,"prerenderedAt":46},["Reactive",2],{"featurePages":3,"blogPosts-pre-chat-form-automations":4},[],{"slug":5,"id":6,"uuid":7,"title":8,"html":9,"comment_id":6,"feature_image":10,"featured":11,"visibility":12,"created_at":13,"updated_at":14,"published_at":15,"custom_excerpt":16,"codeinjection_head":17,"codeinjection_foot":17,"custom_template":17,"canonical_url":17,"tags":18,"authors":32,"primary_author":39,"primary_tag":40,"url":41,"excerpt":16,"reading_time":42,"access":43,"comments":11,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":8,"twitter_description":44,"meta_title":45,"meta_description":44,"email_subject":17,"frontmatter":17,"feature_image_alt":17,"feature_image_caption":17},"pre-chat-form-automations","62861be84b8f26503f72dfc4","add02116-b064-4625-87fc-cf08317430d0","Pre chat form + Automations = 🚀","\u003Cp>When you already have context on the problem you're dealing with, you can solve it quicker and better. Live chat support agents understand this very well. But if you are forced to ask the same questions again and again — May I please have your registered email address?, how can I help you today? let me transfer your chat to the relevant team. — the inefficiency increases for everyone.\u003C/p>\u003Cp>The good news: you can avoid these questions by collecting information about your customers as soon as they enter your live chat window, with the help of our pre-chat forms. You can also set up specific rules to determine who to assign these conversations to, what labels to add, or what else to do with such conversations. This creates a suitable workflow for your team, sparing them a lot of time.\u003C/p>\u003Cp>Here’s how it works. ⬇️\u003C/p>\u003Ch2 id=\"step-i-collect-user-info-with-pre-chat-forms\">Step I. Collect user info with pre-chat forms\u003C/h2>\u003Cp>A pre-chat form is something your visitors fill out before entering into a live chat with you.\u003C/p>\u003Cp>Here’s an example of how it looks:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/05/ezgif-2-9deec18cd4.gif\" class=\"kg-image\" alt loading=\"lazy\" width=\"600\" height=\"964\">\u003C/figure>\u003Ch3 id=\"why-are-pre-chat-forms-helpful\">Why are pre-chat forms helpful?\u003C/h3>\u003Cp>Every business and industry can make use of pre-chat forms. However, there are certain common benefits of this:\u003C/p>\u003Cul>\u003Cli>A better first point of contact for the customers\u003C/li>\u003Cli>More meaningful interaction between the customer and agent\u003C/li>\u003Cli>Better cross-team collaboration and efficient customer service process\u003C/li>\u003Cli>Decreased conversation resolution time\u003C/li>\u003Cli>Reduced agent workload\u003C/li>\u003Cli>More satisfied customers\u003C/li>\u003Cli>Happier customer support agents 😁\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>\u003Cem>Recommended\u003C/em>: \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/docs/user-guide/features/pre-chat-form?ref=www-internal-blog.chatwoot.com\">Step-by-step guide to enabling pre-chat forms in Chatwoot.\u003C/a>\u003C/strong>\u003C/p>\u003Ch2 id=\"step-ii-add-automation-rules-for-simpler-workflows\">Step II. Add Automation Rules for simpler workflows\u003C/h2>\u003Cp>After you've received information through your pre-chat form, you can automatically assign customers to specific teams, trigger specific responses, add labels, mute conversations and much more.\u003C/p>\u003Cp>Just add Automation rules from the \u003Cem>Settings\u003C/em> tab on your Chatwoot dashboard.\u003C/p>\u003Cp>Here is an example where a conversation is automatically assigned to the France Sales team whenever a conversation is created and the Browser language is detected as French:\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2022/05/live-chat-automation.jpeg\" class=\"kg-image\" alt loading=\"lazy\" width=\"2000\" height=\"1244\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2022/05/live-chat-automation.jpeg 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2022/05/live-chat-automation.jpeg 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2022/05/live-chat-automation.jpeg 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2022/05/live-chat-automation.jpeg 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>\u003Cstrong>P.S.  \u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/docs/user-guide/features/automations?ref=www-internal-blog.chatwoot.com\">Here is a detailed guide on using Automations in Chatwoot.\u003C/a>\u003C/strong>\u003C/p>\u003Ch3 id=\"power-play-with-automations\">Power Play with Automations\u003C/h3>\u003Cp>Pre-chat forms together with Automation rules can do wonders for your Customer Support workflows. You can set up multiple rules to delight your users as well as save your team’s time.\u003C/p>\u003Cp>Let’s say you run an e-commerce store. You can enable a pre-chat form for your live chat widget with fields like:\u003C/p>\u003Cul>\u003Cli>Name [\u003Cem>text type\u003C/em>]\u003C/li>\u003Cli>Email ID [\u003Cem>email type\u003C/em>]\u003C/li>\u003Cli>Type of issue [\u003Cem>list to choose from: tracking, payment, cancellation, etc\u003C/em>]\u003C/li>\u003Cli>Issue description [\u003Cem>message]\u003C/em>\u003C/li>\u003C/ul>\u003Cp>To club with, you can make an Automation Rule. So, whenever a conversation is created \u003Cem>plus\u003C/em> a message containing “payment” is incoming, it would be assigned to the finance team and a label saying “payment_issue” would be added. You can add another rule that would trigger a message saying “Someone will be with you shortly.”\u003C/p>\u003Cp>So, whenever agents open the chat, they’ll have all the relevant information at their fingertips.\u003C/p>\u003Cp>How are you going to use the Automations? Let us know in the comments.\u003C/p>\u003Cp>Related Read: \u003Cstrong>\u003Cstrong>\u003Ca target=\"_blank\" rel=\"noopener\" href=\"https://www.chatwoot.com/blog/the-complete-guide-to-building-your-customer-experience-strategy-in-2022/?ref=www-internal-blog.chatwoot.com\">The complete guide to building your customer experience strategy in 2022\u003C/a>\u003C/strong>\u003C/strong>\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2022/05/pre-chat-form-and-automations.png",false,"public","2022-05-19T10:28:56.000+00:00","2022-08-26T13:59:39.000+00:00","2022-05-19T11:09:33.000+00:00","You can now get all the information you need about a contact before they even start a conversation with you. By using pre-chat forms along with automation, you'll save time and increase productivity. ✨",null,[19,23],{"id":20,"name":21,"slug":21,"description":17,"feature_image":17,"visibility":12,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":17,"meta_description":17,"codeinjection_head":17,"codeinjection_foot":17,"canonical_url":17,"accent_color":17,"url":22},"6118da864b8f26503f72d530","blog","https://www-internal-blog.chatwoot.com/tag/blog/",{"id":24,"name":25,"slug":26,"description":27,"feature_image":17,"visibility":12,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":28,"meta_description":29,"codeinjection_head":17,"codeinjection_foot":17,"canonical_url":30,"accent_color":17,"url":31},"6308cff4730b190d1c2d7f48","Do more with Chatwoot","do-more-with-chatwoot","Learn how to make the most out of your Chatwoot account. Read about our best features, inspiring use cases, and how we recommend clubbing features together for getting more done, with less effort.","Tips, examples and use-cases on how to use Chatwoot better.","Make the most of your Chatwoot account. Read about our best features, inspiring use cases, and how we recommend clubbing features together.","https://www.chatwoot.com/tags/do-more-with-chatwoot","https://www-internal-blog.chatwoot.com/tag/do-more-with-chatwoot/",[33],{"id":34,"name":35,"slug":36,"profile_image":37,"cover_image":17,"bio":17,"website":17,"location":17,"facebook":17,"twitter":17,"meta_title":17,"meta_description":17,"url":38},"625d2cb84b8f26503f72dd28","Hricha Shandily","hricha","https://www-internal-blog.chatwoot.com/content/images/2023/03/Sticker-2.png","https://www-internal-blog.chatwoot.com/author/hricha/",{"id":34,"name":35,"slug":36,"profile_image":37,"cover_image":17,"bio":17,"website":17,"location":17,"facebook":17,"twitter":17,"meta_title":17,"meta_description":17,"url":38},{"id":20,"name":21,"slug":21,"description":17,"feature_image":17,"visibility":12,"og_image":17,"og_title":17,"og_description":17,"twitter_image":17,"twitter_title":17,"twitter_description":17,"meta_title":17,"meta_description":17,"codeinjection_head":17,"codeinjection_foot":17,"canonical_url":17,"accent_color":17,"url":22},"https://www-internal-blog.chatwoot.com/pre-chat-form-automations/",2,true,"Get all the relevant info even before your customers start a chat with you. Build automation rules to manage customer engagements with Chatwoot.","Pre-chat form + Automation = 🚀 | Chatwoot",1775212115448]