This guide helps your team get more value from TurboHelp's Live Chat tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use the live chat widget to support visitors in real time without forcing them to leave your site.
Configure identity, routing, forms, and campaigns before driving production traffic to the widget.
Test the widget on desktop and mobile after every meaningful configuration change.
Forms are a powerful tool within the TurboHelp live chat widget to gather essential information from your customers either before a conversation starts or after it has ended. This helps your agents gain valuable context and allows you to collect crucial feedback to improve your service.
This article will guide you through setting up both Pre-chat and Post-chat forms.
Pre-chat Form
The pre-chat form is displayed to your customers before they can initiate a chat. Enabling this form ensures your support agents have the necessary context about the customer and their issue from the very beginning, leading to faster and more efficient resolutions.
Common uses for a pre-chat form include asking for:
The customer's name and email.
The department they need to reach (e.g., Sales, Support).
A brief description of their issue.
How to set up the Pre-chat form:
Navigate to Admin > Settings > Live Chat.
In the Forms section, select Pre-chat form from the dropdown menu.
Information: Enter the introductory text you want customers to see above the form fields (e.g., "Please fill out this form before starting a chat.").
Attributes: Click + Add attribute to add fields to your form. You can add fields for Name, Email, Category, and more.
Toggle the form: You can disable the form temporarily without deleting it.
Click Save changes in the top-right corner.
Tip: All Custom Attributes will be selectable within the form.
Post-chat Form
The post-chat form appears after a chat conversation has been closed. This is the perfect opportunity to gauge customer satisfaction and collect feedback on their experience with your support team.
The most common use for this form is to ask the customer to rate their chat experience.
How to set up the Post-chat form:
Navigate to Admin > Settings > Live Chat.
In the Forms section, select Post-chat form from the dropdown menu.
Information: Enter the question you want to ask the customer (e.g., "How was your chat?").
Attributes: Add the necessary attributes. The Rating attribute is ideal for this purpose.
Click Save changes.
Best Practices
Keep the first widget experience short: ask only for the information agents truly need.
Verify identity for logged-in users before exposing account-specific conversation history.
Check widget behavior on key pages after changing themes, forms, or security rules.