How do I use Pre-submission Logging in Concierge?

Pre-submission Logging records what a visitor types into a Concierge form before they click submit. It makes partially-filled forms visible in Concierge Logs and it is what the Form Abandoned Trigger in Orchestrator depends on. The setting is disabled by default and an administrator has to turn it on.

Table of Contents

• What Pre-submission Logging Captures
• When a Form Counts as Abandoned
• How to Enable Pre-submission Logging
• Setting the Form Abandonment Timeout
• Where Pre-submission Data Appears
• Using Form Abandoned in Orchestrator
• Providing Notice to Your Visitors
• Limitations

What Pre-submission Logging Captures

An email address is the starting point. Chili Piper does not create a pre-submission record until the visitor has entered an email address into the form. A visitor who types a name, changes their mind, and closes the page without entering an email leaves no record behind.

Once an email address is present, Concierge records:

• The email address;
• Every form field that is mapped to a Chili Piper Data Field, including phone numbers where your form collects them;
• Form fields that are not mapped to a Data Field, stored against the form's own field key;
• The URL of the page the form was on;
• The visitor's time zone, where the form supplies it.

The record is updated each time the visitor changes a field, so the values held are the most recent ones rather than a history of every keystroke.

While Disabled is selected, none of this is stored. Nothing is written and then hidden.

When a Form Counts as Abandoned

Two things end a pre-submission session and mark the form as abandoned:

If the visitor submits the form, the session ends without an abandonment and routing proceeds as a normal submission.

How to Enable Pre-submission Logging

Go to Command Center > Integrations > Preferences > Pre-submission Logging and select Enabled.

The setting applies to your whole Chili Piper account. It cannot be scoped to an individual Flow or workspace.

Setting the Form Abandonment Timeout

The Form Abandonment Timeout is how long Chili Piper waits before treating a partially-filled form as abandoned. It becomes available once Enabled is selected, and accepts a value between one minute and 24 hours.

The timer restarts every time the visitor changes a field. It therefore measures inactivity on the form rather than total time spent on the page. A visitor who works through a long form slowly is not treated as abandoning it.

Where Pre-submission Data Appears

Pre-submission data appears in Concierge Logs alongside enrichment results. The log entry is created while the visitor is still filling in the form, and it is marked Form in progress until they either submit or abandon. Rules and actions do not run while a form is in progress – they trigger on submission.

Each row shows the form field name, the Data Field it maps to, the value captured, and the data source.

Using Form Abandoned in Orchestrator

The Form Abandoned Trigger in Orchestrator only fires when Pre-submission Logging is enabled. With the setting disabled, no session is stored, so there is nothing for the Trigger to fire on.

The Trigger passes the email address, the fields mapped to Data Fields, the page URL, and the visitor's time zone into the Flow. Fields that are not mapped to a Data Field are not passed to the Flow, and cannot be used in a condition.

Chili Piper does not contact the visitor when a form is abandoned. The Flow you build decides what happens next: alerting the record owner in Slack, adding the person to a sequence in a tool such as Gong Engage, sending the data to another system through the HTTP node, or nothing at all.

For building the Flow itself, see How do I use Trigger nodes in Orchestrator?.

Providing Notice to Your Visitors

Pre-submission Logging collects personal data from people who have not submitted a form. Your organization decides whether to enable it, which fields your forms collect, and what happens after a form is abandoned. Chili Piper processes that data on your instructions.

Your organization is responsible for providing appropriate notice to visitors about this data collection. This is stated on the setting itself, and it is worth resolving before you enable it rather than after:

• Whether your privacy notice covers information entered into a form but not submitted;
• Which fields your Concierge forms collect before submission;
• How you intend to follow up, and through which channel.

The channel matters. Some jurisdictions treat contacting a person by telephone or SMS differently from contacting them by email, and the rules vary by country and by state. Review with your legal or privacy team which fields you collect before submission and how you intend to use them.

Limitations

• Works only with forms that have the Concierge Snippet embedded;
• The setting applies to the whole account and cannot be scoped to a single Flow or workspace;
• No pre-submission record is created until the visitor enters an email address;
• Field-level control is not available. Every form field mapped to a Data Field is recorded, and individual fields cannot be excluded;
• Fields that are not mapped to a Data Field are recorded, but are not passed to Orchestrator Flows and cannot be used in a condition.

Related Articles

• How do I use Trigger nodes in Orchestrator? – building the Flow that runs on Form Abandoned;
• Setting up Data Fields – map form fields to Data Fields so they are named in the log and available to Flows.