Ask for a name and email before a chat starts

A pre-chat form asks visitors for their name and email before their first message. It helps your team follow up after the visitor leaves and links the chat to the right customer. It is off by default, because many shoppers prefer to just ask.

Before you start

• Who can do this: owners and admins.
• Plan: all plans.
• Time: a minute.

Step by step

1. Open Settings > Chat widget and the Behaviour tab.
2. Turn on Ask for details before the chat starts ("A short form before the first message.").
3. Turn on Email required if every chat must have an email address.
4. Turn on Name required if every chat must have a name.
5. Press Save changes.

What happens next

When a visitor starts a new conversation, the widget shows Before we start with Name and Email fields. Fields you did not make required are marked optional. When neither field is required, the visitor can also choose Skip. Required fields must be filled before Continue works.

The name and email are attached to the chat ticket, so it appears with the right customer in your inbox. If the email matches an existing customer, the chat sits alongside their earlier tickets.

What the visitor sees

Your settings	Visitor experience
Form off	Writes straight away
Form on, nothing required	Short form with Skip
Form on, email required	Must type a valid email to continue
Form on, email and name required	Must type both to continue

Tips

• Start with the form on and nothing required. You get details from most visitors without blocking anyone.
• Make email required if your team often cannot reach chat visitors after they leave.
• If your store already knows who is logged in, identify shoppers instead of asking. See Identify logged-in shoppers.

Troubleshooting

"Please enter a valid email"

The visitor typed an address the widget cannot accept. They need to correct it before continuing.

"Only admins can change the chat widget"

Agents and viewers cannot change the form.

The form does not appear for some visitors

The form is shown when a new conversation starts and Hushdesk does not know the visitor yet. If their name or email is already known, for example from an earlier chat or because your site identified them, the form is skipped.