{"versionId":"b64d3f1f-9109-4d9a-e64f-08de86ffa464","articleId":"ff8c86ca-e006-4fd6-8f11-08dcb107469a","title":"Collect details before a live chat conversation","tags":["context","engagements","forms","live chat","All articles"],"content":"

Do you want to collect a person's name or other details before handing the conversation to an agent for live chat?

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This is possible in Helpfruit, using a combination of context, engagements and forms. Here's how to build the flow.

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Step one: set up context keys

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Decide the details you would like to collect from your users before initiating live chat. Set these up as context keys.

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Step two: set up context collection form

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  1. In Forms, click New Form and select Context collection form - Template
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2. Give your form a name.

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3. Set up your welcome and completed responses to suit.

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4. Add question/s to collect the information you need. Make sure that they match existing context keys

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Save your form and make sure it's set to Publish.

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Step three: set up first engagement 

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How will live chat be prompted? Create an engagement for this scenario.

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In this example, the user will see the Live chat button when the chatbot can't answer a question:

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Step four: add live chat button

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Add a live chat button to the engagement you've just set up.

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You have a couple of options here for the button:

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    Engagement event

    \nThis engagement event can then trigger an intermediary pair of engagements - one which will fire during live chat hours (if you have a schedule set up) and another outside of live chat hours. For example:
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    Context collection form 

    \nIn this scenario the button will directly trigger the form you set up in Step two above
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Step five: set up a post-form engagement

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Create a new engagement:

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  1. Name your engagement - e.g. Live chat after details form
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  2. When will engagement appear? - select \"After Form Completed\"
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  3. Specify your Context collection form
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  4. Type - select \"Trigger live chat\"
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Now, when an agent gets a new live chat, any details collected ahead of the chat will be pre-populated in the Conversation information section of the live chat screen.

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","description":"How to collect a person's name and other details before handing the conversation to an agent","isMarkdown":false,"publishedOnUtc":"2026-03-21T05:01:46.7522374","modifiedOnUtc":"2024-07-31T02:19:58.702001"}