prechat
Prechat refers to a period of communication that occurs before a formal or scheduled interaction, most commonly a customer service chat session. This phase often involves gathering initial information from the user or providing them with relevant details before a live agent becomes available. The primary goal of prechat is to streamline the support process, improve efficiency, and enhance the customer experience.
During the prechat phase, a customer might be presented with a form or a series of questions
The information collected during prechat is usually passed on to the customer service agent when the chat