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Customize Contact Form Prompts in the Chat Widget

· 2 min read
SMBcrm Team
SMBcrm Team
Product Team

What’s New: Customizable Contact Form Messages in the Chat Widget​

You can now customize the default “Please share your contact details” prompt shown in the SMBcrm Chat Widget. This update adds two separate, editable message fields so you can control how contact details are requested in both automated and agent-initiated moments.

This applies to:

  • Live Chat
  • All-in-One (Live Chat)

How It Works​

Contact Form Intro Message (Auto Prompt)​

In the Chat Widget builder, go to the left panel under the Chat Window tab to find Contact Form Intro Message (Auto Prompt).

  • Visible only when Enable Contact Form is turned ON
  • Shown automatically before the contact form appears in the chat widget
  • Default text: “Please share your contact details”
  • If left blank, the widget skips the message and renders the contact form immediately

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Contact Form System Message (Agent-Triggered)​

Also in the Chat Widget builder (left panel under the Chat Window tab), you’ll see Contact Form System Message (Agent-Triggered).

  • Always visible in the builder (even if the contact form toggle is OFF)
  • Shown when an agent clicks Request Contact Details from the Conversations panel
  • Default text: “Please share your contact details”
  • If left blank, the widget skips the message and shows the contact form immediately

image

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Why It Matters​

This change is mainly about clarity and consistency in customer conversations:

  • Reduces confusion caused by a one-size-fits-all system prompt
  • Helps your chat experience match your brand voice and tone
  • Can improve visitor trust when asking for personal information
  • Lowers the odds of support issues tied to unexpected or unclear contact prompts

Notes and Behavior Details​

When “Enable Contact Form” is OFF​

  • Only the Contact Form System Message is used (agent-triggered flow)

When “Enable Contact Form” is ON​

  • Visitors see the Contact Form Intro Message automatically
  • Agents can still request contact details manually using the agent-triggered system message

Leaving either field blank​

  • The widget skips the prompt and shows the contact form directly

Need Help Updating Your Chat Widget?​

If you’d like help refining the wording for higher conversions or brand consistency, visit our support resources or reach out to our team: