Pre-chat form should not hide trigger messages
This applies to sites where the pre-chat form is enabled as well as triggers
Once the trigger fires the message should be visible to the user no matter what. Once the user views the message and tries to respond it should then show the pre-chat form.
Trigger messages should NOT be hidden behind pre-chat forms. This is awful UX. To see the message the user would need to complete the pre-chat form and many users will not do this just to see if the message is something they want to reply to.
I have tested this on a number of sites with high traffic and the leads plummet when the trigger message is hidden behind the pre-chat form.
The solution is to have the trigger messages always displayed and only once the user tries to reply should they then see the pre-chat form.
Please see the sense in this! :-)