If the visitor skips the form, is the conversation lost?

No. Outside the required setting, they can keep writing; the conversation lands in your inbox, the contact card opens without details, and you can fill them in later.

Is the same person asked again every time?

A field someone has already filled is not asked again. A visitor who clears their browser or arrives from another device looks like someone new.

Where do the details end up?

On the contact card. They show in the panel beside the conversation and in the Contacts list, and they stay there for the next conversation.

Guides

Capturing details

Ask visitors for their contact details

Name, email and phone can be asked at three different moments: as the chat opens, when nobody is available, or once the conversation is under way. Which one you pick moves how many people write at all.

4 minLast updated: 18 August 2026

Before you start

A site registered in the panel
Admin access

Steps

Open the Contact details tab

Under Settings → Websites, open your site and switch to Contact details. The page covers three separate moments, and one rule runs through all of them: a visitor is asked at most once per conversation, and someone who has left an email never sees the question again.

The Contact details tab in site settings: pre-chat form, offline form and the field list.

Choose the pre-chat form

Three options: off, asked but skippable, or required. Required leaves you better records, but some visitors turn away at the sight of a form. With it off more people write, and you ask inside the conversation instead.

If you are undecided, start with skippable. A week later, count how many conversations came in without an email and tighten it from there.

Decide which fields to ask for

Name, email and phone each have two toggles: Show and Required. Add field lets you ask for your own, like an order number. A field you stop showing drops its required flag on its own.

Say WHY you are asking in the text above the form. A form without a reason does not get filled: one sentence, such as so we can email you the answer, is enough.

Treat the offline form as its own thing

When nobody is available, the box promises a message rather than a chat, and the button reads Leave a message. Its text and fields are kept separate for that reason: asking for an email is more honest here, because that is where the reply goes.

Set up the soft ask mid-conversation

Enter which visitor message it should follow. Leave it at zero and nothing is asked during the chat. Asking once the conversation is going loses fewer people than asking at the door.