Managing Visitor Forms

Pre-Chat and Offline Support Forms

Visitor Forms let you gather the preliminary information from your visitors even before you interact with them. These forms help your Staff attend to enquiries immediately, even without directly asking visitors for the following details:

  • First Name
  • Last Name
  • Email Address
  • Phone Number
  • Company Name
  • Job Title
  • Department

CINNOX has two Visitor Forms that you can configure:

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When the Auto-save to Contacts is enabled, it automatically saves the visitor profile as a new contact in your CINNOX External Contact list.

 

Pre-Chat Form

CINNOX displays the Pre-Chat Form when a visitor clicks on the Widget, or when they open the web link or scan the QR code of a tag. This feature is disabled by default.

Enable Pre-Chat Form

  • From the navigation menu, go to Administration > Widget > Visitor Forms then click on the Pre-Chat Form tab.
Visitor FormsVisitor Forms

Visitor Forms

  • Toggle the button On. The page will then display additional settings and the following suggested form fields:

    • First Name
    • Last Name
    • Email Address
    • Phone Number
    • Company Name
Pre-Chat FormPre-Chat Form

Pre-Chat Form

  • In Greetings, click on +Add Greetings then type your text greeting in the text box using any of the following languages: English, Simplified Chinese, Traditional Chinese or Japanese.

  • In Terms, which is enabled by default, place the URL that links your company's Terms page.

Greetings and TermsGreetings and Terms

Greetings and Terms

  • In the suggested form fields, tick the checkbox on the right of each field if your customers will be required to provide details. For the Phone Number field, you may also tick the Phone Verification checkbox; when required, an SMS verification code will be sent to the phone number entered in the form.

  • To remove form fields, click on the delete icon on each field that you want to remove.

  • To add form fields, click on the + Add New Field, then select the field(s) to add from the pop-up list that will appear.

Configure the Pre-Chat Form FieldsConfigure the Pre-Chat Form Fields

Configure the Pre-Chat Form Fields

  • Preview the Pre-Chat Form at the right side of the page. It displays how the form looks like for your visitors.
Pre-Chat Preview ModePre-Chat Preview Mode

Pre-Chat Preview Mode

  • Click on Save.

 

Offline Support Form

CINNOX displays the Offline Support Form whenever Staff members could not pick up a visitor enquiry on time. This feature is disabled by default.

Enable Offline Support Form

  • From the navigation menu, go to Administration > Widget > Visitor Forms then click on the Offline Support Form tab.
Offline Support FormOffline Support Form

Offline Support Form

  • Toggle the button On. The page will then display additional settings and the following suggested form fields:

    • First Name
    • Last Name
    • Email Address
    • Phone Number
    • Company Name
Configure Offline Support FormConfigure Offline Support Form

Configure Offline Support Form

  • In Greetings, click on +Add Greetings then type your text greeting in the text box using any of the following languages: English, Simplified Chinese, Traditional Chinese or Japanese.

  • In Message, make sure that the checkbox is ticked as Required.

  • In Terms, which is enabled by default, place the URL that links your company's Terms page.

Greetings, Leave a Message and TermsGreetings, Leave a Message and Terms

Greetings, Leave a Message and Terms

  • In the suggested form fields, tick the checkbox on the right of each field if your customers will be required to provide details. For the Phone Number field, you may also tick the Phone Verification checkbox; when required, an SMS verification code will be sent to the phone number entered in the form.

  • To remove form fields, click on the delete icon on each field that you want to remove.

  • To add form fields, click on the + Add New Field, then select the field(s) to add from the pop-up list that will appear.

Offline Support FieldsOffline Support Fields

Offline Support Fields

  • Preview the Offline Support Form at the right side of the page. It displays how the form looks like for your visitors.
Offline Support Preview ModeOffline Support Preview Mode

Offline Support Preview Mode

  • Click on Save.

 

When the visitor is still online after filling up the Offline Support Form, and the staff agent has followed up, the visitor and agent can still be connected.

 

As a staff, you can retrieve the visitor details from the Offline Support Form in the Enquiry Overview and in the chat room when following up on the missed enquiry.

When the visitor sends multiple offline support forms, all their enquiries are aggregate and displays the latest contact details in the Missed Enquiry window - Enquiry and Visitor Details.

Missed Enquiry - Enquiry and Visitor DetailsMissed Enquiry - Enquiry and Visitor Details

Missed Enquiry - Enquiry and Visitor Details

Chat room - when following up a missed enquiryChat room - when following up a missed enquiry

Chat room - when following up a missed enquiry


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