---
schema_version: "1"
id: ce87057d21d2b05324989e1248f2de49a88532c1ef4a99da6d06c23430160e4f
title: Customize the Embedded Pre-Chat Form
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/snapins_chat_customize_prechat_form.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_prechat_form.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: acc07ac17095e82dbc919ab6c69e63e87b1b0b9ad79372955fdbe96d7ab8420e
description: Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form.
products:
  - Service Cloud
release: "264"
---
# Customize the Embedded Pre-Chat Form

Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15924e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e55 ">To set up Embedded Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e55 ">Customize Application AND Modify Metadata</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important Before you start, make sure that the “Enable Support QuickAction Rest endpoint for Guest Users” permission is turned on. Without the permission, your customers can’t request a chat.

![Pre-chat form](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snap-ins_prechat_form.png)

When you design your pre-chat form, select a use case that automatically associates information from the form to Salesforce records. When a customer enters their name or email address, Salesforce matches the information with a contact or lead record. If no match is found, a new record is created.

For example, if you select the Service scenario, Salesforce relates the customer’s information with Case and Contact records.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Use Cases to Associate Pre-Chat Information with Salesforce Records">
        <caption>Use Cases to Associate Pre-Chat Information with Salesforce Records</caption>
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d15924e125">If you select:</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d15924e128">Then Salesforce associates the pre-chat information with these record
              types:</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="If you select:" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e125 ">Sales</td>

            <td data-label="Then Salesforce associates the pre-chat information with these record types:" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e128 ">Lead records</td>

          </tr>
          <tr class="">
            <td data-label="If you select:" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e125 ">Service</td>

            <td data-label="Then Salesforce associates the pre-chat information with these record types:" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e128 ">
              <p>Contact records</p>
              <p style="margin-bottom:0;">Case records</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="If you select:" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e125 ">Basic</td>

            <td data-label="Then Salesforce associates the pre-chat information with these record types:" class="slds-cell-wrap" style="vertical-align:top;" headers="d15924e128 ">Contact records</td>

          </tr>
        </tbody>
      </table>

You can select the fields that are shown on the pre-chat form, change the order of the fields, and make fields required. To make the form more user-friendly to customers, add up to four fields.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important Create and edit your pre-chat forms from Embedded Service setup, not at global action. Editing global action leads to unexpected results. Each time the pre-chat form is edited, the global action is recreated and prior updates to action details or predefined fields are reverted. Embedded Service setup creates quick actions specifically for pre-chat. Using quick actions for other purposes causes pre-chat setup to fail.

To set up the pre-chat form:

1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service**.
2. Select the Embedded Service deployment that you want to work with, click the arrow next to the deployment name, and then select **View**.
3. Click **Edit** next to Chat Settings.
4. In the Pre-chat section, move the radio button to **Active**.
5. Click **Edit**.
6. Select the use case for the pre-chat form.
    1. Select the main reason that customers use chat. The reason that you select affects the type of Salesforce record that’s created from the information that customers enter into the pre-chat form.
    2. Select the record type that’s created from the pre-chat form. The dropdown menu shows record types that are available on the object.
    3. Click **Next**.
7. Select the fields shown on the pre-chat form.
    1. To change the order of the fields, use the up arrow and down arrow.
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)
        
        Note For the Service scenario, fields are grouped by object. Contact fields always appear above Case fields.
    2. To add a field, click **+**. You can add only fields that are available on the object.
    3. To remove a field, click **X**.
    4. To require customers to fill out a field, select **Required** next to the field.
    5. Click **Save**.
8. Optionally, select a custom Lightning Component to replace the standard component. To learn more about custom components for pre-chat, see [Lightning Web Components for Embedded Service](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_services_web_lightning_web_components.htm) in the Embedded Service Developer Guide.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png)

Tip Turn off a pre-chat form by viewing your deployment in Setup and moving the pre-chat page slider to **Inactive**.

To create custom labels for your form:

- From Setup, in the Quick Find box, enter Rename Tabs and Labels, and then select **Rename Tabs and Labels**.
- Set your primary deployment language from the Select Language dropdown list.
- To rename a tab, select **Edit** next to the Contacts, Leads, or Cases based on your pre-chat objective. Select **Reset** to revert to the original name.
- Enter the singular and plural forms of the new tab name. Also, if applicable for the language, select **Starts with a vowel sound** for labels that begin with a vowel to ensure the proper article (such as a or an). Then select **Next**. When you rename a tab or an object, you can’t use the name of another standard tab, custom object, external object, or custom tab.
- Enter your labels for the standard field labels. If necessary, enter both a singular and plural form for each label. Select **Starts with a vowel sound** for labels that begin with a vowel. Then save your work.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important If you’re customizing the First and Last Name fields, complete each label separately. The First Name and Last Name labels (defined by Contacts and Leads in the Rename Tabs and Labels Setup) are used by the pre-chat form.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note You can use the pre-chat APIs to send nonstandard pre-chat details along with what’s available in setup. For more information, see [Expand the Pre-Chat Stage](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_web_prechat_functionality.htm) in the Embedded Service Developer Guide.

#### See Also

- [Customize Embedded Chat Labels](https://help.salesforce.com/s/articleView?id=service.embedded_chat_custom_labels.htm&release=264.0.0&type=5 "Create your own custom labels and manage the label language for your Embedded Chat deployment.")
- [Rename Object, Tab, and Field Labels](https://help.salesforce.com/s/articleView?id=platform.customize_rename.htm&type=5&language=en_US)