Canned Replies, File Attachments and the Pre-chat Form in Vedain Live Chat

Canned replies: saved answers in one keystroke

1. Go to Settings → Communication → Live Chat → Canned Replies.
2. Add a shortcut (e.g. "pricing") and the full reply text.
3. In the Live Chat composer, agents click the ⚡ button or type / to search and insert a reply.
4. Replies are shared across the whole team, so everyone answers consistently.

File attachments

• •Visitors attach files with the 📎 paperclip in the widget — screenshots of an error, photos of a product, documents.
• •Agents attach files the same way from the Live Chat composer — send quotes, guides or forms directly into the conversation.
• •Files up to 7.5 MB are supported, covering common image, document and archive formats.
• •Attachments are stored with the conversation, so they're available later from the lead or ticket record.

The pre-chat form: capture the right details

Before a visitor's first message, the widget can collect their details. In the Pre-chat Form section you decide exactly what to ask:

• •Name, Email, Phone — each can be shown, required, or hidden.
• •One custom question — e.g. "Company name" or "Order number", shown as an extra field.
• •Keep Email required if you want every chat to create a lead and support ticket automatically.
• •Turn everything off for friction-free anonymous chats — you can always ask for details in conversation.

Where the captured details go

• •Name + email → a new lead (source "Chat Widget") or a link to the existing lead/contact with that email.
• •The custom answer appears in the visitor panel next to the conversation.
• •Everything is visible on the lead and contact record under Live Chats.