To ensure the pre-chat form appears when a visitor reconnects, you need to modify the Web Widget script. By default, the pre-chat form is skipped when a visitor reconnects after a timeout. To change this behavior, you can use a custom script that checks the chat session state and forces the pre-chat form to display.
Insert the provided script before your existing Web Widget (Classic) script. This script will close, reset, and reopen the widget in the pre-chat state if there is no active chat session and the widget is in the 'chat' state. For more details, visit theoriginal Zendesk article.
If a chat trigger message appears instead of the pre-chat form, you need to update your trigger condition. Change the condition from 'When a visitor has loaded the chat widget' to 'When a visitor requests a chat'. This adjustment ensures that the…
To apply or reapply widget settings after a visitor reconnects, use the updateSettings API. This can be done by adding a script after the initial script that forces the pre-chat form to appear. The script example provided in the help doc applies…
The 'Uncaught ReferenceError: zE is not defined' error occurs if the script is used without your account-specific widget snippet being included first. Ensure that your Web Widget is loaded before using the zE APIs. To resolve this, add the widget…
This solution is primarily designed for use with a single chat department. If you have multiple chat departments, you may need to adjust the script or settings to accommodate your specific setup. Consider consulting with Zendesk support or…