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.
