When a customer clicks the Chat Now button, a pre-chat survey form is used to gather information about the customer and their question. This information is presented to the iService agent when they accept the chat so they have a basic idea about the customer's question. Also, the customer's email address is required so their history can be properly archived.
A pre-chat survey form
The iService Chat Interaction is not created until this form is successfully submitted. Once it is submitted, the customer chat window will indicate that the chat request has been submitted and an agent will arrive shortly. At that point the chat interaction record is created and the pending chat will be displayed within the Manage Chats tab for managers.
