Pre-chat will work only for the Messaging Channels where the Routing Type is set as Omni Flow. Reference Article: https://help.salesforce.com/s/articleView?id=sf.miaw_limitations.htm&type=5 To setup Pre-Chat in Salesforce Messaging for In-App and Web, follow the below steps: 1.  Create an Omni-Flow. Check Email Configuration: Fetch Contact Configuration: Fetch Messaging Session Configuration: Contact Check Configuration: Update Messaging End User … Continue reading Pre-Chat in Salesforce Messaging for In-App and Web