👀 What’s New?

Sub-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:

1. Visible only when “Enable Contact Form” is ON

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

Applies to all chat types:

• Live Chat
• Email
• SMS
• WhatsApp
• All-in-One
• Instagram
• Facebook

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)

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

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

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 agencies and SaaS users

📝 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