Collecting Customer Information with the Chat Widget

The customer information form lets you get the information you need from the visitor before the chat starts. Along with name and contact details, you can also add custom questions to help understand the visitor's request.

Keep the form short. You can ask for information not needed for the first conversation later during the chat.

Turn On the Information Form

Name and Contact Fields

You can request the name in a single Full Name field or in separate First Name and Last Name fields. The basic fields with a lock icon cannot be edited or deleted like custom questions.

Contact information can be used to reach the customer after the conversation. Ask the visitor only for the information you need.

If email and phone are both present and at least one of them is required, it is enough for the visitor to provide one of these two. If both are optional, they can be left blank. If there is only one contact field and it is set as required, that field must be filled.

Add Custom Questions

You can create your own questions to better understand the visitor's need. For example:

• "Which of our services are you interested in?"
• "What can we help you with?"
• "Which city are you writing from?"

Write the question short and unambiguous. Do not ask for more than one piece of information in the same question.

Free Text

The visitor writes their answer in their own words. You can use it for information you do not want to divide into options in advance, such as a short description of the request.

Single Choice

The visitor chooses one of the options you prepared. It is suitable for questions with specific options such as service type or application topic. When creating a choice question, add at least two options.

"Other" Answer

By adding an "Other" option to a choice question, you can allow the visitor to write an answer that is not in the list themselves.

Required Status and Ordering

You can determine whether the questions you added are required. The visitor cannot complete the form without answering a required custom question.

Order the questions by dragging. You can also move the options of choice questions to the order you want. Place easily answered questions first, then the questions aimed at understanding the request.

The Form's Language

Standard field names are shown according to the widget's interface language. The questions and options you wrote yourself appear with the text you saved; they are not automatically translated.

If you receive visitors in different languages, prepare your custom questions and options so your target audience can understand them. The language of the field names in the interface and the language the AI uses during the conversation are separate matters.

Where Does the Information Appear?

The information given in the form is associated with the visitor's customer record and conversation. While following the conversation, you can check the relevant customer information. For the steps to manage and export customer records, use the Customers section in the panel and the related guide.

The information in the form is based on the visitor's statement; filling out the form does not mean their identity is verified.

Returning Visitors

When a visitor who completed their information earlier is recognized in the same browser, the form may not be shown again. If the browser data is cleared or another device is used, the form can open again.

To try the changes you made in the form like a first-time visitor, use an incognito window or a clean browser session. The appearance preview in the panel does not test the customer information form.

Disclosure About Personal Information

Clearly tell the visitor what information you request and why. In your website's privacy disclosure, state that you collect information through the chat and use only the fields you need to provide the service.

For related information, you can review the compliance guide.

Collecting Information on Other Channels

The form in this guide is for the Chat Widget on your website. In Telegram, when information collection is on, the intake questions are asked in order within the chat. On WhatsApp, Instagram DM and Messenger, the widget form is not shown; the required information can be requested within the conversation. Also check that the information shared in a message is written to the fields in the customer record. For details, see the channel comparison.

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