What is the Pre-Chat Survey (Registration)?

1. Custom Survey fields: these fields are added directly to your call report form associated with the Live Chat Portal, and are personalized to meet your organization’s needs
   
2. Standard Survey fields: these fields are controlled from the IM Settings tab of your named Live Chat Portal, and they include: email, first name, last name, country, state/province, county, zip/postal code, in addition to various settings that are available for use on the registration page
   

How to setup Standard Pre-Chat Survey Fields and Settings

1. From the main Messaging page, click the ‘IM and SMS Settings’ link in the top right corner of the page
2. Select the named portal you wish to edit from the portal drop-down list at the top of the page
3. Click the ‘IM Settings’ tab, and scroll down to the section named ‘Standard fields on the visitor registration screen’
4. Under this section the following fields are available to appear as optional or mandatory: email, first name, last name, country, state/province, county, zip/postal code
   
1. If you wish to set these fields as optional, select the checkbox next to the field under the ‘Visible’ column
2. If you wish to set these fields as required, select the checkboxes next to the field under the ‘Visible’ and ‘Required’ columns
   
5. Click ‘Save Settings’ when you’re done making your selection the fields
6. In addition to these Standard Registration fields, the following settings are also available on the IM Settings tab, in relation to your chat registration page and the initiation of the conversation:
1. Allow anonymous registrations
2. Enable IM restriction
3. Disable visitors until counselor joins
4. Hide visitor’s IP
5. Disable geographic fields
6. Disable create user
7. Terms and Conditions for public users

Note, when the help seeker answers these Standard Registration questions, their answers are automatically populated into the respective fields of the associated call report. 

Setting a default country on the chat registration page

If you would like a specific Country to be selected by default on your Chat Registration page for Live Chat, then you must:

1. Make sure the Country field is enabled to be visible on the chat registration page, AND
2. Add the Country of choice (ex. United States) as the coverage area on the IM Settings tab

Important Note

Since you are adding this Country as your coverage area, anyone who tries to access your Live Chat service located outside of the specified Country won't be able to access your service.

How to setup Custom Pre-Chat Survey Fields

1. age
2. current mood
3. what they’re concerned about/reason for texting
4. suicide risk
   

1. Create a Category in the call report form associated with your Live Chat Portal (remember, a Category is like the ‘Topic’ in your call report form, so most users name this Category something like ‘Pre-Chat Survey’; the actual name of this Category won’t be visible to your help seekers and will only be used for internal purposes); all the Groups under this Category will be included in your pre-chat survey.
   
1. Note, when creating the Category, deselect the checkbox next to 'Active', so it doesn't appear in your call report form. iCarol Support will set it to active after it's configured as a pre-chat survey category
   
2. Add as many Groups as you’d like under this Category (remember, a Group is like a ‘Question’)
3. Create the Fields for each Group as appropriate (remember, a Field is like an ‘Answer’)
4. After you’ve created a Category, Group(s), and Field(s) as appropriate, have a designated Support Contact go to 'Help' in the left side menu and submit a case requesting the new Category you created be designated for use in a pre-chat survey.
   

Notes:

1. the use of Conditional Categories and Conditional Groups aren't available within your Pre-Chat Survey questions.
2. when the help seeker answers these Custom Registration questions, their answers are automatically populated into the respective fields of the associated call report.