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Collect Visitor Details Before Live Chat Starts

Enable a Contact Form in the Chat widget to capture every lead, prevent anonymous threads, and keep sessions reliable with smart re-entry and auto-reconnect.

4 min read923 words6 explained imagesUpdated Tue, 3 Feb at 9:57 AM
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On this page
  1. Key Benefits of Contact Form in Chat Widget
  2. How to Enable or Disable the Contact Form
  3. Customize Contact Form Messages
  4. Contact Form Intro Message (Auto Prompt)
  5. Contact Form System Message (Agent-Triggered)
  6. Frequently Asked Questions
  7. Related Articles

This article explains how to collect contact information (like name, email, or phone number) from visitors before they can start chatting in your Live Chat widget. Capturing this information upfront improves contact data quality, reduces anonymous chats, and enables automation and follow-ups.

TABLE OF CONTENTS

What is the Contact Form in Chat Widget?

The Contact Form is a pre-chat prompt that appears inside the Live Chat widget. When the “Contact Form” option is enabled, visitors must submit the form to provide their contact details before the message box unlocks. This ensures you always know who you’re talking to and can follow up after the conversation ends.

Key Benefits of Contact Form in Chat Widget

  • Guaranteed Lead Capture: Every conversation is associated with a contact record—no more anonymous chats.

  • Streamlined Follow-Up: Contact details collected up front let your team (or automations) follow up without delay.

  • Smart Re-entry for Return Visitors: Returning visitors with an active chat skip the form and resume instantly; if the prior chat was deleted or ended, the form re-appears.

  • Reliable Session Continuity: Auto-reconnect preserves message history even after a refresh

  • Cleaner CRM Data: Standardized intake reduces incomplete threads and improves reporting integrity.

How to Enable or Disable the Contact Form

Setting up the Contact Form is quick and gives you full control over what information is collected before chat begins.

  1. Navigate to Sites > Chat Widget in your sub-account.
    Select the Chat Widget you want to configure.

    Step 1 of 3: Navigate to Sites > Chat Widget in your sub-account. Select the Chat… What this shows Step 1 of 3: Navigate to Sites > Chat Widget in your sub-account. What this shows Shows where to go for step 1 of 3 in the "How to Enable or Disable the Contact Form" section of "Collect Visitor Details Before Live Chat Starts". This animation accompanies step 1 of 3 in the "How to Enable or Disable the Contact Form" section of "Collect Visitor Details Before Live Chat Starts". At this point in the walkthrough you navigate to Sites > Chat Widget in your sub-account. Select the Chat Widget you want to configure. The navigation path used here is Sites > Chat Widget. The next step is to go to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option. Step 1 of 3Path: Sites > Chat WidgetImage 1 of 6 Where to goNavigate to Sites > Chat Widget in your sub-account. Select the Chat Widget you want to configure.
    Buttons and menus referenced Sites > Chat WidgetChat WindowLive Chat AssignedEnable Contact FormSave
    Next stepGo to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option.
    All 3 steps in this procedure
    1. Navigate to Sites > Chat Widget in your sub-account. Select the Chat Widget you want to configure. this image
    2. Go to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option.
    3. Click Save to publish the changes.

  2. Go to the Chat Window tab and open the Live Chat Assigned drop-down.
    Toggle ON the Enable Contact Form option.

    Step 2 of 3: Go to the Chat Window tab and open the Live Chat Assigned drop-down… What this shows Step 2 of 3: Go to the Chat Window tab and open the Live Chat Assigned drop-down. What this shows Shows where to go for step 2 of 3 in the "How to Enable or Disable the Contact Form" section of "Collect Visitor Details Before Live Chat Starts". This screenshot accompanies step 2 of 3 in the "How to Enable or Disable the Contact Form" section of "Collect Visitor Details Before Live Chat Starts". At this point in the walkthrough you go to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option. The navigation path used here is Sites > Chat Widget. The next step is to click Save to publish the changes. Step 2 of 3Path: Sites > Chat WidgetImage 2 of 6 Where to goGo to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option.
    Buttons and menus referenced Chat WindowLive Chat AssignedEnable Contact FormSites > Chat WidgetSave
    Next stepClick Save to publish the changes.
    All 3 steps in this procedure
    1. Navigate to Sites > Chat Widget in your sub-account. Select the Chat Widget you want to configure.
    2. Go to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option. this image
    3. Click Save to publish the changes.

  3. Click Save to publish the changes.

    Step 3 of 3: Click Save to publish the changes What this shows Step 3 of 3: Click Save to publish the changes. What this shows Shows how to confirm for step 3 of 3 in the "How to Enable or Disable the Contact Form" section of "Collect Visitor Details Before Live Chat Starts". This screenshot accompanies step 3 of 3 in the "How to Enable or Disable the Contact Form" section of "Collect Visitor Details Before Live Chat Starts". At this point in the walkthrough you click Save to publish the changes. For context, this section explains: Setting up the Contact Form is quick and gives you full control over what information is collected before chat begins. The navigation path used here is Sites > Chat Widget. Step 3 of 3Path: Sites > Chat WidgetImage 3 of 6 How to confirmClick Save to publish the changes.
    Buttons and menus referenced SaveSites > Chat WidgetChat WindowLive Chat AssignedEnable Contact Form
    All 3 steps in this procedure
    1. Navigate to Sites > Chat Widget in your sub-account. Select the Chat Widget you want to configure.
    2. Go to the Chat Window tab and open the Live Chat Assigned drop-down. Toggle ON the Enable Contact Form option.
    3. Click Save to publish the changes. this image
     
Note: To disable the form, simply toggle OFF the Enable Contact Form
When contact form is disabled, chat widget will not ask for these details upfront, and directly start the chat

Customize Contact Form Messages

You can customize the “Please share your contact details” prompt shown in the Chat Widget. There are two editable message fields, giving you full control over how and when contact details are requested. This customization applies only to Live and All-in-One (Live) Chats.

Contact Form Intro Message (Auto Prompt)

When Enable Contact Form is ON, this message appears automatically just before the contact form. The default copy is “Please share your contact details.” If you leave the field blank, the widget skips the prompt and shows the form immediately.

To edit this message, go to the Chat Window tab. Update the copy in the Contact Form Intro Message field. 

Note: This field is only visible in the builder when the Enable Contact Form toggle is ON.
Contact Form Intro Message (Auto Prompt) (image 4 of 6) What this shows Note: This field is only visible in the builder when the Enable Contact Form toggle is ON. What this shows Illustrates the "Contact Form Intro Message (Auto Prompt)" section of "Collect Visitor Details Before Live Chat Starts". This screenshot appears in the "Contact Form Intro Message (Auto Prompt)" section of "Collect Visitor Details Before Live Chat Starts". The text alongside this image reads: Note: This field is only visible in the builder when the Enable Contact Form toggle is ON. Immediately after, the guide continues: When an agent clicks Request Contact Details in Conversations, this message displays. Agents can trigger it even if the Intro Message has already appeared. Image 4 of 6 What to chooseNote: This field is only visible in the builder when the Enable Contact Form toggle is ON.
Buttons and menus referenced Enable Contact FormONChat WindowContact Form Intro Message.
Next stepWhen an agent clicks Request Contact Details in Conversations, this message displays. Agents can trigger it even if the Intro Message has already appeared.

Contact Form System Message (Agent-Triggered)

When an agent clicks Request Contact Details in Conversations, this message displays. Agents can trigger it even if the Intro Message has already appeared.

Contact Form System Message (Agent-Triggered) (image 5 of 6) What this shows When an agent clicks Request Contact Details in Conversations, this message displays. What this shows Illustrates the "Contact Form System Message (Agent-Triggered)" section of "Collect Visitor Details Before Live Chat Starts". This screenshot appears in the "Contact Form System Message (Agent-Triggered)" section of "Collect Visitor Details Before Live Chat Starts". The text alongside this image reads: When an agent clicks Request Contact Details in Conversations, this message displays. Agents can trigger it even if the Intro Message has already appeared. Immediately after, the guide continues: To edit this message, go to the Chat Window tab and update the copy in the Contact Form System Message field. Image 5 of 6 What this coversWhen an agent clicks Request Contact Details in Conversations, this message displays. Agents can trigger it even if the Intro Message has already appeared.
Buttons and menus referenced Request Contact DetailsConversationsChat WindowContact Form System Message.
Next stepTo edit this message, go to the Chat Window tab and update the copy in the Contact Form System Message field.

To edit this message, go to the Chat Window tab and update the copy in the Contact Form System Messagefield.

The default copy is “Please share your contact details.” If you leave the field blank, the widget skips the prompt and opens the form directly.

Note: This field is visible in the builder regardless of the Enable Contact Form toggle being ON of OFF.
Contact Form System Message (Agent-Triggered) (image 6 of 6) What this shows Note: This field is visible in the builder regardless of the Enable Contact Form toggle being ON of OFF. What this shows Illustrates the "Contact Form System Message (Agent-Triggered)" section of "Collect Visitor Details Before Live Chat Starts". This screenshot appears in the "Contact Form System Message (Agent-Triggered)" section of "Collect Visitor Details Before Live Chat Starts". The text alongside this image reads: Note: This field is visible in the builder regardless of the Enable Contact Form toggle being ON of OFF. Immediately after, the guide continues: Note: If Notification Sound is enabled for the widget, visitors may hear a sound when the contact details request message appears (when the contact form is displayed). Image 6 of 6 What to chooseNote: This field is visible in the builder regardless of the Enable Contact Form toggle being ON of OFF.
Buttons and menus referenced Request Contact DetailsConversationsChat WindowContact Form System Message.
Next stepNote: If Notification Sound is enabled for the widget, visitors may hear a sound when the contact details request message appears (when the contact form is displayed). 
Note: If Notification Sound is enabled for the widget, visitors may hear a sound when the contact details request message appears (when the contact form is displayed).

Frequently Asked Questions

Q: Which fields can I mark as required in the contact form?
Name is mandatory; Phone or Email is required to create a contact (at least one). You can also add supported custom contact fields within the five-field total. If you mark any custom contact fields as required in the widget builder, visitors must complete them before they can submit the form.

Q: What exactly counts as an “active chat” for smart re-entry?
An active chat is a session that hasn’t been manually ended and hasn’t expired due to inactivity. If it’s still active, visitors resume without filling the form again.

Q: What happens if a visitor refreshes the page during a chat?
The widget auto-reconnects and preserves the conversation; no messages are lost.

Q: Does the contact form requirement apply to all widgets or just one?
It applies to the specific widget you configure. Be sure you’ve selected the correct widget before enabling the toggle.

Q: How does this interact with Business Office Hours?
During off hours, the widget sends the contact details form. After submission, the chat is automatically closed.

Q: Can I trigger workflows based on Contact Form submissions?

Yes. You can use triggers like “Customer Replied to start automated follow-ups or task assignments.

Q: Do I need to add a privacy policy link when collecting personal data?
It’s recommended. You can link your Privacy Policy from the chat window text/description for compliance transparency.

Q: I have multiple chat widgets on my site. Will each follow its own form rules?
Yes. Each widget has its own configuration, so you can enforce the form on some widgets/pages and not others. 

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