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What is this?

Web Chat automations have a trigger of their own, on top of the generic ones covered in Triggers: Pre-chat Form Submitted. It runs when a visitor to your website fills in the pre-chat form of your chat widget and submits it — before they start chatting. The visitor’s name, email, phone, and message are available to the flow as lead-form details, so you can greet them, save them as a contact, or route them to the right team straight away.

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What can I do here?

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How to use it

1

Create the workflow on the Web Chat channel

Go to Automation → Create Automation, choose your Web Chat channel, and pick Pre-chat Form Submitted as the Trigger Type. See Create a Workflow.
2

Use the lead details

Add steps that use what the visitor entered — for example a welcome message with their name, an Update Field step to save their email, or Assign team member to route them.
3

Test, then activate

Submit the pre-chat form on your website yourself and confirm the flow runs, then activate — see Manage Live Flows.
Pair this trigger with a short welcome message, so visitors get an instant reply the moment they submit the form.

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Troubleshooting / Technical Notes

  • The flow never runs. Check it’s Active, the automation is on your Web Chat channel, and your widget actually shows a pre-chat form.
  • The trigger isn’t in the list. It only appears for Web Chat automations.
  • A detail is empty. The visitor left that field blank, or your form doesn’t ask for it.
Last modified on September 24, 2026