Feature Request – Per-Channel Pre-Chat Form Controls

Feature Request – Per-Channel Pre-Chat Form Controls

We'd like the ability to enable/disable the pre-chat form on a per-channel basis, rather than having a single global setting.

On the website widget, asking for name and email before chat starts makes sense. On WhatsApp, however, email isn't necessary — and if it's ever needed, it can be collected through a Zobot flow instead.

Currently, the pre-chat form is disabled account-wide, because enabling it also forces it on WhatsApp, which we don't want. As a workaround, we've disabled the pre-chat form entirely and built a channel-based routing setup to compensate. This isn't ideal, since it creates a poor experience on the website widget: the visitor sends an initial message (e.g., "Hi, I'd like to know how much the shirt costs"), and only then does the Zobot start its flow by asking "What's your name?" and "What's your email?" — followed by "How can I help you?", even though the visitor already stated their request in the first message.

Requested fix: Allow pre-chat form settings (enabled/disabled, and which fields to request) to be configured independently per channel (Website vs. WhatsApp vs. others), so we can require name/email on the website while skipping it on WhatsApp.


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