Add Custom Fields to the Chat Widget Contact Form

For the SMS/Email and WhatsApp chat types, you can collect more than a name and message by adding your own contact fields to the form.

Standard fields

• Name is required.
• Phone or Email is required (at least one). If you remove one, Phone becomes the default.
• Message is optional.

Supported custom field types

Single line, multi line, monetary, numeric, phone, date picker and single-select dropdown.

Limits

A form can hold up to five fields in total, standard plus custom.

Add a field

1. Go to Sites > Chat Widget and open an SMS/Email or WhatsApp widget.
2. Open the Chat Window tab and find the contact form fields.
3. Click to add a custom field and pick it from your contact fields.
4. Mark it as required if visitors must answer it. Required fields show an asterisk.
5. Click Save.

How validation works

• Visitors cannot submit until required fields are complete.
• Phone fields check the country code; email fields check the format.
• If you add two or more phone fields, one country flag setting applies to all of them.
• Existing widgets stay unchanged unless you mark fields as required.

Answers are saved onto the visitor's contact record, so you can use them in smart lists and workflows.

Good to know: Fewer fields mean more completed forms; ask only for what your first reply actually needs.