Mandatory & Customisable Message Field in Chat Widgets

Modified on Thu, 25 Sep at 4:38 AM

What’s New?

All chat widgets (WhatsApp, Email/SMS, All-in-One Chat, Voice AI) except Live Chat 
now include a customizable message field that ensures every conversation starts with context while keeping contact details securely in CRM.

How It Works:

When creating a new chat widgets, the pre-defined message field is shown in the builder by default.

If your
Contact Form already has a message field, the pre-defined field is optional
, but still available.
If your
Contact Form does not have a message field, the pre-defined field is required
, and comes with default editable text.
Visitors can
always edit the pre-filled message
before sending.
Saving and embedding the widget, as well as generating code, works smoothly across all cases.

Why It Matters:

This update ensures conversations begin with clarity and consistency:

A meaningful visitor message is always captured.
Contact details remain in CRM
, not in the chat transcript.
Flexibility is maintained for different widget setups without disrupting existing workflows.

Notes:

Applies to
WhatsApp, Email/SMS, All-in-One Chat, and Voice AI chat widgets
.
The pre-filled message is fully customizable in the builder and editable by visitors during interaction
.