Skip to main content
Collect visitor details before a conversation starts by adding a form to your chat widget. The pre-chat form appears when a visitor opens the chat widget. You can use it to collect information such as their name, email address, company, or other details relevant to your business.
The pre-chat form is available on paid plans only. It is not available on the Free plan.You can add up to 5 fields to the form.When Form required is enabled, visitors must complete the form before they can start chatting. This option is enabled by default.

​
Set up the pre-chat form

1

Go to Integrations

In your Watermelon dashboard, go to Integrations.
Pre Chat Form 1
2

Open Chat Widget

Select Chat Widget from the integrations overview. Open the chat widget you want to edit.
Pre Chat Form 2
3

Open Attract

Click Attract in the chat widget settings.
Pre Chat Form 3
4

Enable Form

Scroll down in the Attract settings till you see Form. Click on the toggle at Form to enable the pre-chat form settings.
Pre Chat Form 4
5

Choose whether the form is required

Keep Form required enabled when visitors must complete the form before starting a conversation. This option is enabled by default.When you disable it, visitors can skip the form and start chatting without entering their details.
Pre Chat Form 5
6

Add an intro message

Enter an intro message to explain why you are asking visitors for their information.The message appears directly above the form fields in the chat widget.
Pre Chat Form 6
7

Select your form fields

Add up to 5 fields for visitors to complete.You can use default fields, such as First name and Email address, or select custom fields you created to collect information specific to your business.You can adjust the placeholder the end user sees in the widget, by adjusting the text in the added field underneath Form fields.
Pre Chat Form 7
8

Save your changes

Click Save to publish the changes to your chat widget.
Pre Chat Form 8
Once saved, the form will appear when visitors open the chat widget.

​
Disable the pre-chat form

1

Go to your chat widget

Go to Integrations > Chat Widget and select the chat widget you want to edit.
Pre-chat Form 1
2

Disable form

Click Attract, and scroll down till you see Form. Click on the toggle to disable Form.
Pre-chat Form 4
3

Save your changes

Click Save to save your changes.
Pre Chat Form 8
After you save, visitors will no longer see the form when they open the chat widget.

​
Best practices

Keep the form short

Only add fields that are necessary. Short forms are faster to complete and create less friction.

Explain why you need the details

Use the intro message to tell visitors how their information will help you assist them.

Use custom fields

Add custom fields when the information helps you identify, route, or support the visitor more effectively.

Use clear field names

Make sure each field is easy to understand, so visitors know exactly what information to enter.