Edit the form
Open https://app.message.com/settings/chats/pre-chat. Enable or disable the form and configure its fields. The editor supports short text, email, phone, dropdown and long-text fields, with required-field controls.
Keep it short
Ask only for information needed to route or answer the request. Name and email are the standard identity fields. A support-type dropdown can map an option to a department for routing.
Test validation
Save, then start a chat in a fresh browser session. Test required fields, dropdown choices and the resulting details in Inbox. Returning visitors may already have details available, so a fresh session is useful for checking the first visit.
Protect private information
A typed email or order number is a claim, not proof of identity. Use the supported customer-verification flow before sharing private order information. Never ask for passwords or full payment-card details in the form.
Keep going
Put the next step into practice, or ask us about your setup.