View the Webchat pre-chat form data

When you set up a pre-chat form on your Webchat widget, the visitor fills in a few fields before the conversation is created. That information is available to the agent in the contact sidebar, so you don't need to ask again.

Where to find it

1. Open a conversation that came in through Webchat.
2. In the right-hand contact sidebar, look for the Pre-chat information section.
3. There you'll see the free-text fields the visitor filled in before writing, and the Department they picked if your Webchat has that option configured.

Example

Your pre-chat form asks for "Reason for contact" and a department picker ("Sales" / "Support"). A visitor fills in "I want a quote for 50 licenses" and picks "Sales". The agent handling that conversation sees both pieces of data in the pre-chat section as soon as they open the chat, with no need to ask again.

Tips

• The section only appears when the visitor filled in something on the form; if the pre-chat is empty or the channel isn't Webchat, the section doesn't render (no empty placeholder in the sidebar).
• Standard contact fields (name, email, phone) aren't duplicated here — they show in the usual contact-details section. Pre-chat only adds the custom free-text fields.

Troubleshooting

If you expected pre-chat data and don't see it, confirm the form is active in the Webchat channel settings and that the visitor filled it in before starting the chat — conversations created before the form was enabled won't have that data.