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            Add Terms and Conditions Acceptance to your Pre-Chat Form

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            Add Terms and Conditions Acceptance to your Pre-Chat Form

            Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To set up this feature: Customize Application AND Modify Metadata Through Metadata API Functions
            Note
            Note Terms and Conditions works with the default pre-chat component. If you add custom LWC components to your pre-chat form, Terms and Conditions doesn’t work.
            1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select Embedded Service Deployments.
            2. Click the dropdown arrow corresponding to your deployment, and select View.
            3. On the Settings card, click Edit Settings.
              Image of the Settings card with the Edit Settings button highlighted.
            4. To activate the Terms and Conditions feature, click Show Terms and Conditions in pre-chat and Require users to accept Terms and Conditions before chatting.
            5. Save your changes.
            6. Back on the Embedded Service Deployment Settings page for your deployment, from the Custom Labels card, click Set Custom Labels. From here, create a message that presents Terms and Conditions to your end users. Create a separate version of this message in each language that you support.
              Custom Labels card with the Set Custom Labels button clicked.
            7. From the Chat Group dropdown menu, select Pre-Chat. This selection tells Enhanced Chat where, in the end user experience, to present the Terms and Conditions message.
            8. From the Label Group dropdown menu, select Terms and Conditions.
            9. From the Label Type dropdown menu, select Standard. This menu selection tells Enhanced Chat that you’re writing standard, end user-facing text, as opposed to accessibility text for screen readers.
            10. In the Terms and Conditions Label field, create a placeholder and paste it into the message that you’ll send to end users. To create the placeholder: (1) Enter URL Text, such as Privacy Policy. This gets hyperlinked to the URL you create next. (2) Enter a URL that links to the page where your Terms and Conditions are hosted. Click Copy. (3) To create the customer-facing message, paste the copied placeholder into the Terms and Conditions Label field and craft the rest of the message around it.
              Custom Labels page with all fields correctly filled out to create a placeholder.
            11. Click Finish.
            12. Republish your deployment from the Embedded Service Settings page.
             
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