Excluding Pre-Chat form submissions from your AI agent's responses
The instructions below are for desktops and laptops only.
If your chat widget uses a Pre-Chat form and AI Assist, you can prevent your AI agent from responding to the information visitors enter on the form.
When this setting is enabled, AI Assist ignores the Pre-Chat form submission and waits for the visitor's first chat message before generating a response. The visitor's form details are still saved to their contact profile and remain visible in the conversation for your agents.
This helps your AI agent respond to the visitor's actual question instead of the information they entered in the Pre-Chat form.
When this setting is enabled, AI Assist ignores the Pre-Chat form submission and waits for the visitor's first chat message before generating a response. The visitor's form details are still saved to their contact profile and remain visible in the conversation for your agents.
This helps your AI agent respond to the visitor's actual question instead of the information they entered in the Pre-Chat form.
Before you start
Before enabling this setting, ensure that:
- Your chat widget has the Pre-Chat form enabled.
- AI Assist is enabled for your property.
Steps to exclude Pre-Chat submissions from AI responses
2. Click Administration on the left navigation bar.
3. Click Chat Widget in the left submenu.
4. Click Edit Content under Widget Content.
5. Select Pre-Chat under Widget State.
6. Turn on Exclude from AI.
The setting takes effect immediately for new conversations on that chat widget.
Additional considerations
- This setting only affects the AI's first response
Visitors still complete the Pre-Chat form as usual, and all submitted information continues to be saved to the visitor's contact profile and displayed to your agents. - Configure each chat widget separately
If your property uses multiple chat widgets, you'll need to enable this setting individually for each widget where you want AI Assist to ignore Pre-Chat form submissions. - The setting is disabled by default
Existing chat widgets continue to behave as they do until you enable the setting, so you can switch it on whenever you're ready.
Related guides
Using the Pre-Chat Form
Setting up a Pre-Chat form with department selection
Saving Pre-Chat and Offline form responses to Custom Attributes in Contacts
Getting notified when your AI agent joins a chat
Getting your AI agent to greet visitors when they start a chat
How to take over a chat from another agent or AI Assist
Setting up a Pre-Chat form with department selection
Saving Pre-Chat and Offline form responses to Custom Attributes in Contacts
Getting notified when your AI agent joins a chat
Getting your AI agent to greet visitors when they start a chat
How to take over a chat from another agent or AI Assist
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