How to Ask for Customer Info After Initial Message
You can configure the live chat widget and workflow features to request the customer’s contact details only after they send their first message. This ensures a smooth and natural conversation flow while capturing necessary contact details such as name, email, and phone number. By setting up the workflow correctly, you can trigger an automated prompt asking for the customer’s details after the initial message without disrupting the chat experience.
Configuring the Live Chat Widget
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Go to Admin > Chat > Live Chat, create a new live chat widget, and name it “Live Chat Support”. For detailed instructions, learn more about How to add a new live chat widget.
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In the Preference section, under User Engagement, you can enable or disable the options Enable Pre‑Chat Form, Suggestion, and Sticky Button to control how users interact with your chat widget. Explore further instructions about How to Personalize the Start Chat Experience for Users in Your Live Chat Widget.
If the email is already present in the conversation, the Get Customer Details block in the workflow will be skipped by default to avoid duplication. So, choose the Initiate Conversation Without Filling Out a Form option in the Live Chat widget configuration to collect the email in the workflow.
Configuring the Workflow
- Navigate to Admin > Chat > Chat Automation > Workflow > Conversation Created, then click Add Workflow.
- Choose a Build Method
A. Create from Template
Using a template is the fastest way to build a Chat Workflow. Templates ship with preconfigured triggers, actions, and routing logic that match common scenarios, so you can go live with minimal setup.
- Select a template that fits your use case
- Click Create from Template
- Provide required details: Workflow Name, Brand, Source (Live Chat, WhatsApp, SMS, etc.), and Assign Group
- Click Next to review
- Publish and Activate or Publish
For a deeper explanation of available templates and when to use each one, explore further instructions about How to Create Workflows from Predefined Templates.
B. Create from Scratch
Build a workflow tailored to your exact rules:
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Enter the workflow name as
Live Chat Customer Details Workflow, set the condition as Widget is Live Chat Support to execute this workflow only for the widget created earlier, then click Next. -
In the Designer, select the Initial Block and click the Add icon to access the context menu.
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Choose Actions > Manage Inputs from the context menu.
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Configure the Manage Inputs block to restrict message input from customers, agents, and system messages during the conversation, then click Add.
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Add a new block via the context menu and select User Input > Get Customer Details.
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The Email field is enabled by default. Add a Message to prompt the customer and a Placeholder to guide their input. Enable the Name field and provide the required details, then click Add. (If required, enable the Phone Number field).
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Once all required blocks are configured, ensure the workflow concludes with an Exit Block. Activate the workflow to automatically collect customer details after their initial message.
- If multiple Get Customer Details blocks are added to a workflow path, only the first block will execute. Subsequent blocks will be skipped to avoid collecting duplicate information.
- Each field will be displayed individually in the chat widget to ensure a seamless customer experience.
- If a customer starts a new conversation and provides a registered email address, the system skips capturing the phone number.
How It Works in the Widget?
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When a customer starts a conversation in the Live Chat Support widget, the system prompts them to provide their name, followed by their email address, and then their phone number.
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Once customers fill the requested details and submit, the information is then posted as a message in the conversation and also updated in the conversation properties.
FAQs
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Can I collect details without using the Pre‑Chat Form?
Yes. Disable Enable Pre‑Chat Form in the widget, then use Get Customer Details in a Chat Workflow after the first message. -
Will the workflow ask for email if the conversation already has one?
No. If email already exists in the conversation context, the Get Customer Details block is skipped to prevent duplication. -
Do I need to end with an Exit Block?
Yes. Workflows cannot be published unless every path ends with an Exit Block. -
Can I reorder which workflow runs first when conditions overlap?
Yes. In the Active tab, drag workflows using the Six Dots icon to set execution priority.
