Collect Visitor Details Before Live Chat Starts

A contact form in front of live chat ensures every conversation is tied to a Contact, so you can follow up even if the visitor leaves.

How it works

With the form on, visitors must submit their details before the message box unlocks. Returning visitors with an active chat skip the form and continue. If the earlier chat ended or was deleted, the form shows again. Refreshing the page reconnects the chat without losing messages.

Turn it on or off

1. Go to Sites > Chat Widget and open your Live Chat widget.
2. Open the Chat Window tab and the Live Chat Assigned section.
3. Toggle Enable Contact Form on (or off).
4. Click Save.

Customize the prompts

• Contact Form Intro Message: shown automatically before the form once it is enabled. The default is "Please share your contact details." Leave blank to show the form straight away.
• Contact Form System Message: shown when a team member clicks Request Contact Details in Conversations. It can be edited even when the form is off.

Required fields

Name is always required, along with a phone number or an email address. You can add custom fields up to a total of five.

Related behavior

• During off hours the form is shown, and the chat closes after it is submitted.
• Each widget has its own setting.
• A workflow with the Customer Replied trigger can start follow-ups.

Good to know: Link your privacy policy in the chat window text when you ask for personal details.