Configure pre-chat after upgrading

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • If you have upgraded, some settings need to be configured to use pre-chat effectively.

    Before you begin

    Role required: admin

    About this task

    For information about using pre-chat surveys to capture preliminary information from a customer, see Pre-chat surveys. If you have upgraded, you must manually adjust some settings to use Pre-chat most effectively.

    Procedure

    1. Make the predefined pre-chat surveys active.
      1. Navigate to Conversational Interfaces > Pre-Chat Survey.
      2. Select the CSP Pre-Chat Survey, which collects preliminary information for logged-in customers.
      3. In the form, select Active.
      4. Click Submit.
      5. Repeat this process for the CSP Anonymous Pre-Chat Survey, which collects preliminary information for users who are not logged in.
    2. Disable the legacy form-based chat widget from appearing in the portal header.
      1. Type sys_properties_list.do from your instance.
      2. Search for the csp.legacy_chat property.
      3. Set the property value to true.
      4. Click Update.
      The Chat option from the portal header is disabled.
    3. Include the chat widget to appear on the Consumer Service Portal page.
      1. Navigate to Service Portal > Agent Chat.
      2. Click CSP Chat.
      3. Select Active.
      4. Click Submit.
      The Open chat window icon that customers can use to initiate the pre-chat survey and connect with an agent will appear in the portal header.