Collect visitor details before live chat starts

The Contact Form is a pre-chat prompt inside the Live Chat widget. When it is enabled, visitors must submit their contact details before the message box becomes available, so every chat starts with information you can tie back to a contact record.

Enable the Contact Form

The toggle lives in the Live Chat Assigned drop-down on the Chat Window tab.

1. Go to Sites > Chat Widget.

2. Select the chat widget you want to configure.

3. Open the Chat Window tab.

4. Open the Live Chat Assigned drop-down.

5. Toggle Enable Contact Form on.

6. Click Save.

What the contact form does

Collecting details up front lets you associate every conversation with a contact record, and those details stay available for follow-up and automation.

• Returning visitors with an active chat skip the form and resume their conversation. If the previous chat was deleted or ended, the form appears again.

• Auto-reconnect preserves message history when the visitor refreshes the page.

• Each widget keeps its own contact-form configuration, so different widgets can have different form rules.

• During off hours, the widget sends the contact-details form and automatically closes the chat after submission.

• Workflows can use the Customer Replied trigger to follow up with a visitor or assign a task after they reply.

• Add a link to your Privacy Policy when collecting personal data.

Customize the Contact Form Intro Message

The intro message is a short prompt shown immediately before the form. Its default text is Please share your contact details.

• The prompt appears automatically before the form whenever Enable Contact Form is on.

• Leave the field blank to skip the prompt; the widget then shows the form immediately.

• The field is visible in the builder only while Enable Contact Form is on.

• The intro message applies to Live and All-in-One (Live) chats.

Contact Form System Message

Agents can also request contact details mid-conversation from the Conversations inbox while reading and replying to messages. Clicking Request Contact Details sends the contact form to the visitor, even if the intro message already appeared.

• The system message uses the same default text: Please share your contact details.

• If the message text is blank, the widget opens the form directly.

• This field is visible whether Enable Contact Form is on or off.

• If Notification Sound is enabled, visitors may hear a sound when this request message appears with the form; enabling it is covered in the Notification sound option in chat widgets article.

Disable the Contact Form

1. Go to Sites > Chat Widget and select the widget.

2. Open the Chat Window tab and the Live Chat Assigned drop-down.

3. Toggle Enable Contact Form off.

4. Click Save.

With the toggle off, the widget starts the chat directly without asking for details.

FAQ