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Pre-Chat Forms and Post-Chat Pages
Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.
Required Editions
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Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
Pre-chat forms and post-chat pages offer a standardized way of collecting information from customers who contact your company through chat. These forms and pages also offer a standardized way of sharing information with customers after their chat sessions are finished. In addition, by using these forms and pages, you can customize the chat experience for your users.
By using pre-chat forms, you can collect information from a customer, such as a name or a description of a problem, after the customer requests to chat with an agent. This information can help direct chat requests efficiently and can reduce the amount of time that agents need to spend collecting information before beginning a chat session. You can also use this information to customize a customer’s experience while the customer chats with an agent, such as including the customer’s first name in the chat window.
By using post-chat pages, you can share information with customers at the end of a chat session. For example, you can direct your customers to another Web page after they complete a chat with an agent, and you can forward them to a survey about their chat experience.
You have to create pre-chat forms and post-chat pages programmatically, using Chat’s APIs. For information on creating customized pre-chat forms and post-chat pages, see the Chat Developer Guide (English only).
