How to Request the Customer's Email After Their First Message
You can configure the live chat widget and workflow features to request the customer’s email only after they send their first message. This ensures a smooth and natural conversation flow while capturing necessary contact details. By setting up the workflow correctly, you can trigger an automated prompt asking for the email 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, refer to this guide: How to add a new live chat widget.
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Under Chat Experience, enable the option Initiate conversation without filling out a form. For more guidance, refer to: How to Personalize the Start Chat Experience for Users in Your Live Chat Widget.
Note: 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
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Navigate to Admin > Chat > Workflow > Conversation Created, then click Add Workflow.
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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 > Toggle Customer Input from the context menu.
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Enable Disable user input to restrict customers and agents from posting messages in 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 and click the 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.
Note:
- 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?
- When a customer starts a conversation in the Live Chat Support widget, the system prompts them to provide their name and email address.
- 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.
