Getting a contact's information before they type a message helps you know who you're talking to and makes it easier to follow up after the conversation ends. To add a pre-chat prompt to a Live Chat widget, follow these steps.
Navigate to the Chat Widget tab inside the Sites section and create or edit a Live Chat Widget.
Switch to the Chat Window tab and open the Live Chat Assigned section.
Toggle the "Enable Contact Form" option.
Click Save to publish the changes.
The form will reappear for any new conversations, including when the previous chat was ended or deleted. Once a contact has entered their details, the session picks up seamlessly so no messages are lost.