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Even though, the number of your chats may drop, their quality is bound to be higher.
Before deciding on how you will use this feature, think of your business goals first.Let your customers choose whom they need to contact to avoid delays and transfers between departments.In order to let visitors choose a particular agent or department, you need to add a target group field in you pre-chat survey.To make the fields mandatory, hover over the survey fields and click REQUIRED and Save changes to finalize.Having several departments, such as sales or support, you can use the pre-chat survey for smart routing.You can enable the Facebook login option in the Pre-chat survey section of the control panel.
You have to click Log in with Facebook and then on Save changes.
Having such knowledge at hand, you are prepared to provide a better, faster and personalized service.
Think what info would be most useful during a chat and then ask for it in the survey.
So disable the pre-chat survey after greetings if you want your chat to be more accessible to your visitors.
It is best to try both approaches to see which works best for your business.
Use the pre-chat survey at the beginning of each chat to collect relevant information.