Customizable Contact Form Messages in Chat Widget

Modified on Thu, 8 Jan at 2:56 AM

What’s New?

Accounts can now customize the “Please share your contact details” default prompt
 shown in the Chat Widget. This enhancement introduces two distinct, editable message fields, 
giving users full control over how and when contact details are requested, both automatically and agent-triggered.

How It Works:

A -  On the left panel of the chat widget builder section > under 'Chat Window' tab, Contact Form Intro Message (Auto Prompt) is present:

Visible only when “Enable Contact Form” is ON

Shown
automatically before the contact form
appears in the chat widget
Default text: “Please share your contact details”
If left
blank
, the widget skips this message and directly renders the contact form

B - On the left panel of the chat widget builder section > under 'Chat Window' tab, Contact Form System Message (Agent-Triggered) is present:

Always visible in the builder (regardless of toggle state)

Shown
when an agent clicks “Request Contact Details”
from the Conversations panel

Default text: “Please share your contact details”
If left
blank
, the widget skips the message and directly shows the contact form

Both applies to:

Live Chat
All-in-One (Live Chat)

Why It Matters:

Eliminates confusion caused by hardcoded system prompts
Improves visitor trust and conversion rates
Significantly reduces high-severity support tickets
Strengthens white-labeling and brand consistency for accounts and SaaS users

Notes:

When Enable Contact Form is OFF:

Only the Contact Form System Message is used (agent-triggered flow)

When Enable Contact Form is ON:

Visitors see the Contact Form Intro Message automatically
Agents can still request contact details manually using the system message

Leaving either field blank skips the prompt and shows the form directly