Overview
Collect visitor details, create contacts, add custom fields, and route Website Channel conversations to the right team.
Before You Start
- An existing Website Channel widget.
- Available contact capacity in the current plan.
- Agents or teams configured for website conversations.
Steps
1. Choose whether the form is required
Edit the widget and enable the Pre-Chat Visitor Form. Select mandatory or optional behavior based on the customer journey.
2. Review system fields
Name, Email, and Phone are fixed system fields used for contact creation and cannot be deleted.
3. Add custom fields
Enter a clear label for each extra field. Zappilo generates the read-only field key and prevents duplicate labels or keys.
4. Configure routing
Use Website Conversation Routing to select the initial agent or team for incoming website sessions.
5. Configure opportunity creation
When website leads should create opportunities, use Zappilo AI Opportunity Intelligence for authoritative ownership assignment.
6. Test contact creation
Submit the form from the installed widget and confirm the visitor is saved as a contact and the conversation is routed correctly.
Recommended Practices
- Ask only for information agents genuinely need before the conversation.
- Keep field labels short and understandable to visitors.
- Review contact and organization limits before making the form mandatory.
What Happens Next
Visitor details are captured consistently, reusable contact records are created, and new website conversations reach the intended queue.
Frequently Asked Questions
Can I remove Name, Email, or Phone?
No. They are protected system fields required for reliable contact creation.
Can tenants add their own fields?
Yes. Additional fields can be created and removed by the tenant, while their keys are generated automatically.