Asking for details
Open your widget in Settings > Website chat and go to the Behaviour tab. Under Ask for details, choose when to ask:
- Before the first message. A short form appears before the visitor can start the conversation.
- During the conversation. The chat asks for these details after the visitor's first message.
- Don't ask. Visitors can chat without giving any details.
Choosing which fields to ask for
When asking is on, you can turn on or off each of these fields, and set whether it is required:
- Name
- Phone
- Company
Each field has its own label, which you can change from the default (for example, changing "Company" to "Business name"). A field that is not required can be left blank; a field that is required must be filled in before the visitor can continue.
Consent
Under Privacy on the same tab, choose how the widget handles tracking:
- Ask before tracking. A visitor is asked before the widget starts tracking them.
- No consent needed. The widget starts tracking a visitor without asking first.
You can also add your privacy policy URL. When set, it is linked from the consent prompt and from the chat panel. Leave it blank to show neither. The URL must start with https://.
What this is for
The details a visitor gives you show up alongside their conversation in the Inbox, so whoever answers has a name, email, phone number, or company to work with straight away. What a visitor types is shown as given. It is never treated as a guaranteed match to an existing person in your workspace on its own.