Pre-conversation forms and feedback

A web widget can collect structured input from visitors at two points: a pre-conversation form that runs before the chat starts, and a post-conversation feedback form that runs after it ends. Both are defined in the widget’s config under config.v1 and edited from the widget’s Behavior settings. See Creating a widget to set up the widget itself.

Pre-conversation form

Set pre_conversation_form to show a form before the conversation begins. The visitor must submit it before the chat can start. When they submit, the field values are merged into the new conversation’s custom_metadata, so they show up on the conversation detail alongside everything else the agent captured. The value is a FormDefinition:

Field	Type	Description
`id`	string	Form identifier.
`name`	string	Internal name.
`title`	string	Heading shown above the form.
`submit_label`	string	Text on the submit button (for example `Start Conversation`).
`fields`	array	The fields to collect. See Field types.

Show once per visitor

pre_conversation_show_once controls whether a returning visitor sees the form again. It defaults to true. When enabled, the submitted values are cached in the visitor’s browser localStorage under the key anyreach-widget-form-<widgetId>, along with a hash of the form’s fields:

On a later visit, if the cached hash still matches the current fields, the form is skipped and the cached values are reused automatically.
If you change the form’s fields, the hash no longer matches, so the form is shown again and pre-filled with the previous values.

The cache lives in the visitor’s browser, so it is per device and per browser, not per account. Clearing site data or switching browsers shows the form again.

Post-conversation feedback

Set post_conversation_feedback to collect feedback when a chat conversation ends. This runs for WebRTC chat conversations only.

Field	Type	Description
`enabled`	boolean	When `false`, feedback is disabled.
`thank_you_text`	string	Message shown after the visitor submits.
`form`	`FormDefinition`	The feedback form. Same shape as the pre-conversation form.

Where feedback lands

When the visitor submits, the widget posts the values to a public endpoint:

POST /core/public/web-widgets/{id}/conversations/{conversation_id}/feedback
Content-Type: application/json

{
  "data": {
    "rating": "5",
    "comments": "Great help, thanks!"
  }
}

The accepted values are written to the conversation’s custom_metadata.feedback_form, where you can read them from conversation detail. The data object is keyed by field id. Because this endpoint is public and unauthenticated, the server applies several guards:

Rule	Behavior
Single submission	Feedback is accepted only once per conversation. A second submission returns `409`.
Allowed fields only	Keys not matching a configured feedback field `id` are dropped. If nothing valid remains, the request returns `400`.
Size cap	Payloads larger than 16 KB (serialized JSON) return `413`.
Feedback enabled	If the widget has no feedback form configured, the request returns `400`.
Ownership	The conversation must belong to the widget, or the request returns `403`; an unknown conversation returns `404`.

Field types

Both forms use the same FormField shape. Set type to one of:

Type	Editor label	Description
`input`	Text Input	Single-line text field. Supports `validation` (regex) and `validation_message`.
`textarea`	Text Area	Multi-line text field. Supports `validation` and `validation_message`.
`boolean`	Yes / No	Two-button toggle. Customize the buttons with `true_label` (default `Yes`) and `false_label` (default `No`).
`rating`	Rating	Star rating. `max_rating` sets the number of stars, from `2` to `10` (default `5`).
`single_select`	Single Select	Pick one of `options`.
`multi_select`	Multi Select	Pick several of `options`.
`display`	Display Text	Static text shown to the visitor; collects no value.

Common field properties:

Field	Type	Default	Description
`id`	string	—	Field identifier. Becomes the key under `custom_metadata`.
`type`	enum	—	One of the types above.
`label`	string	—	Label shown to the visitor.
`placeholder`	string	—	Placeholder text for `input` and `textarea`.
`required`	boolean	`false`	Whether the visitor must answer.
`default_value`	string / boolean / number / string[]	—	Pre-filled value.
`options`	array of `{ label, value }`	—	Choices for `single_select` and `multi_select`.
`display_mode`	`dropdown` / `buttons`	`dropdown`	How select options render.
`allow_other`	boolean	`false`	Adds an Other choice with a free-text input to a select field.
`validation`	string	—	Regex the value must match (`input` / `textarea`).
`validation_message`	string	—	Error shown when `validation` fails.

Choose display_mode: "buttons" for short option lists you want visible at a glance, and the default dropdown for longer lists.

Creating a widget

Set up the widget these forms attach to.

Conversation detail

See where submitted form and feedback values land.

Getting Started

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Pre-conversation forms and feedback