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Customizable Contact Form Messages in Chat Widget

šŸ‘€ Whatā€™s New?

Sub-accounts can now customize the ā€œPlease share your contact detailsā€ 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.

šŸ‘· 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:

  1. Visible only when ā€œEnable Contact Formā€ is ON

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  1. Shown automatically before the contact form appears in the chat widget

  2. Default text: ā€œPlease share your contact detailsā€

  3. 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:

  1. Always visible in the builder (regardless of toggle state)

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  1. Shown when an agent clicks ā€œRequest Contact Detailsā€ from the Conversations panel

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  1. Default text: ā€œPlease share your contact detailsā€

  2. If left blank, the widget skips the message and directly shows the contact form

Both applies to:

  • Live Chat

  • All-in-One (Live Chat)

ā­ 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 agencies and SaaS users

šŸ“ Notes:

  1. When Enable Contact Form is OFF:

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

  1. 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

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

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