How to collect essential customer information before they start a conversation with the agent?
Using Pre-chat Fields in Embedded Service Deployments(ESD).
—> Visible pre-chat fields are displayed to the user and require direct input.
—> Hidden pre-chat fields are not displayed to your end-user.
Pre-chat forms for Agentforce :
1.Setting context for the agent.
2.Establishing user identity.
3.Advanced routing.
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