Getting a contact’s information before they type a message helps you ensure you know who you’re talking to and can follow up after the conversation ends. When using a Live Chat widget, follow these steps to include that pre-chat prompt.

• Navigate to the Chat Widget tab inside the Sites section and create or edit a Live Chat Widget.
• Switch to the Chat Window tab and open the Live Chat Assigned section.
• Toggle the “Enable Contact Form” option.
• Click Save to publish the changes.

When using this chat widget, the form will reappear for any new conversations, including when the previous chat was ended or deleted. Once a contact enters their information, their session will pick up seamlessly, so no messages are lost.

Frequently Asked Questions

Why should I collect visitor details before a chat starts?

Capturing a contact’s information up front ensures you know who you’re talking to and gives you a way to follow up after the conversation ends.

Which widget type supports a pre-chat form?

This pre-chat prompt is set up on a Live Chat widget. You enable it within the Live Chat Assigned section of the Chat Window tab.

How do I enable the pre-chat contact form?

Edit or create a Live Chat Widget, go to the Chat Window tab, open the Live Chat Assigned section, toggle “Enable Contact Form,” and click Save.

Will the form show again for returning conversations?

Yes. The form reappears for any new conversation, including when a previous chat was ended or deleted.

Will messages be lost when the contact fills out the form?

No. Once a contact enters their information, their session picks up seamlessly, so no messages are lost.

Where do I find the Chat Widget settings?

Go to the Chat Widget tab inside the Sites section to create or edit your widgets, including Live Chat widgets.