This article explains how to collect contact information—like name, email, or phone number—from visitors before they can start chatting in your Live Chat widget. Capturing this information upfront improves contact data quality, reduces anonymous chats, and enables automation and follow-ups.
What is the Contact Form in Chat Widget?
The Contact Form is a pre-chat prompt that appears inside the Live Chat widget. Before a visitor can type a message, they’re asked to provide their contact details. This ensures you always know who you’re talking to and can follow up after the conversation ends.
Key Benefits of Requiring Contact Details
Requiring contact information before starting a chat improves lead management, personalization, and automation capabilities.
Captures leads for every new conversation
Reduces spam and anonymous messages
Enables workflows based on form input
Helps identify and reconnect with returning visitors
Preserves message history even after a refresh
Keeps CRM contact records clean and actionable
How to Enable or Disable the Contact Form
Setting up the Contact Form is quick and gives you full control over what information is collected before chat begins.
Navigate to Sites > Chat Widget in your HighLevel account.
Select the Chat Widget you want to configure.
Go to the “Contact Window” tab and navigate to the Live Chat Assigned Section.
Toggle the “Enable Contact Form” option ON.
Click Save to publish the changes.
To disable the form, simply toggle the Contact Form switch OFF.
When contact form is disabled, chat widget will not ask for these details upfront, and directly start the chat:
Frequently Asked Questions
Q: What if a visitor closes the chat and comes back later?
If the previous session is still active, they’ll return to it automatically. If not, they’ll be prompted to enter their contact details again.
Q: Will a returning visitor need to fill out the form again?
Not if their session is still active. The smart return feature lets them skip the form and resume where they left off.
Q: Can I trigger workflows based on Contact Form submissions?
Yes. You can use triggers like “Customer Replied to start automated follow-ups or task assignments.
Q: Will message history be preserved after page reloads?
Yes. Auto-reconnect ensures no messages are lost, even after a visitor refreshes their browser
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