Pre-Fill the Message Field in Your Chat Widget

A prefilled message gives every new conversation a clear opening line while personal details stay on the contact record.

Where it is available

WhatsApp, SMS/Email, All-in-One and Voice AI widgets. Live Chat keeps its normal free-text box.

How it behaves

• If the form has no other message field, this one is required and comes prefilled.
• If the form already has one, this field is optional; you can keep, remove or reorder it.
• Visitors can send your text as is, or edit or delete it first.
• Names, phone numbers and emails go to the Contacts record rather than into the chat transcript.

Set it up

1. Go to Sites > Chat Widget and open or create a supported widget.
2. Open the Chat Window tab.
3. Edit the Chat Window Title and Intro Message.
4. Click the Message field and type your default text (up to 255 characters). You can add merge fields for dynamic content.
5. Drag fields to reorder them, and switch Required on or off when allowed.
6. Click Save.

Good practices

• Write the text from the visitor's point of view, such as "Hi, I would like a quote for...".
• Use separate widgets with different prefilled text for different pages to learn which topics interest visitors.
• Removing the field later does not break your embed code.

Good to know: The final text the visitor sends is stored in the conversation; their personal details are kept on the contact.