Managing Visitor Forms

CINNOX Visitor Forms has the Pre-Chat Form, and Offline Support Form lets you gather preliminary information from your visitors before interacting with them. These forms help your staff attend to enquiries immediately and efficiently and reduce the time they spend collecting the following details:

• First Name
• Last Name
• Email Address
• Phone Number
• Company Name
• Job Title
• Department
• Other fields (from the created Custom Field)

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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, opens the web link, or scans the QR code of a tag. This feature is disabled by default.

Enabling Pre-Chat Form

• Go to Administration > Widget > Visitor Forms, then click the Pre-Chat Form tab.

• Toggle the button ON.

The page will expand the additional settings for the following:

• Auto-save to Contacts
• Greetings
• Terms
• Form Field

 

Auto-save to Contacts

When disabled, you can manually select the visitor details to save as a new contact.

To enable the auto-save contact, toggle the button ON.

 

Greetings

• Click on Edit.
• Click on Add Greetings.
• Select a language in the dropdown list.
• Type your text greeting in the textbox according to the selected language.
• Click on Save.
• Repeat the same steps to add another greeting for other languages.

 

Terms

Terms refer to your Company's Terms and Conditions, Terms of Use or Policies you want to be acknowledged by your visitors.

To enable the Terms:

• Click on Edit.
• Toggle the button ON.
• Enter the URL that links your company's Legal page.
• Click on Save.

 

Form Field

Add fields in the Form to gather visitors' information before interacting with them.

• Click on Edit.
• There are suggested fields that you can keep, such as the First Name, Last Name, Email Address, Phone Number and Company Name.
• Click the bin icon to remove the field.
• Click on Add New Field, and a pop-up window will appear. Add more fields such as Job Title, Department and other fields created from the Custom Fields for External Contacts.
• Click on the checkbox of each field to add in the form field, then click Add.
• Click the Required checkbox to make the field mandatory for the visitor to fill.
• Click the Verification checkbox for the Phone Number field to verify the visitor's phone number.
• Click on Save.

 

Preview Panel

The preview panel on the page's left side displays what the Form looks like for your visitors.

 

Disabling Pre-Chat Form

To disable the Pre-Chat Form:

• Go to Administration > Widget > Visitor Forms, then click the Pre-Chat Form tab.
• In the Pre-Chat Form, toggle OFF the button.

 

Offline Support Form

CINNOX displays the Offline Support Form whenever staff members cannot answer a visitor enquiry on time. This feature is disabled by default.

Enabling Offline Support Form

• Go to Administration > Widget > Visitor Forms, then click the Offline Support Form tab.

• Toggle the button ON.

The page will expand the additional settings for the following:

• Auto-save to Contacts
• Greetings
• Message
• Terms
• Form Field

 

Auto-save to Contacts

When disabled, you can manually select the visitor details to save as a new contact.

To enable the auto-save contact, toggle the button ON.

 

Greetings

• Click on Edit.
• Click on Add Greetings.
• Select a language in the dropdown list.
• Type your text greeting in the textbox according to the selected language.
• Click on Save.

 

Message

The Message box is the space for the visitor to provide more information, e.g., enquiry, help, support and other details.

• To make it mandatory, click the Required checkbox.

 

Terms

Terms refer to your Company's Terms and Conditions, Terms of Use or Policies you want to be acknowledged by your visitors.

To enable the Terms:

• Click on Edit.
• Toggle the button ON.
• Enter the URL that links your company's Legal page.
• Click on Save.

 

Form Field

Add fields in the Form to gather visitors' information before interacting with them.

• Click on Edit.
• There are suggested fields that you can keep, such as the First Name, Last Name, Email Address, Phone Number and Company Name.
• Click the bin icon to remove the field.
• Click on Add New Field, and a pop-up window will appear. Add more fields such as Job Title, Department and other fields created from the Custom Fields for External Contacts.
• Click on the checkbox of each field to add in the form field, then click Add.
• Click the Required checkbox to make the field mandatory for the visitor to fill.
• Click the Verification checkbox for the Phone Number field to verify the visitor's phone number.
• Click on Save.

 

Preview Panel

The preview panel on the page's left side displays what the Form looks like for your visitors.

 

The visitor's details in the Pre-Chat Form will appear in the chat room conversation details to the staff handling the visitor enquiry.

 

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

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

 

Disabling Offline Support Form

To disable the Offline Support Form:

• Go to Administration > Widget > Visitor Forms, then click the Offline Support Form tab.
• In the Offline Support Form, toggle OFF the button.