Who This Is For / When to Use
This feature is for users who want to:
Capture visitor details before live conversations start
Reduce anonymous or low-quality chats
Enable workflows and follow-ups based on chat data
Maintain chat continuity across refreshes and revisits
Use this when you want structured lead capture before a live chat begins.
What Changed
Previously, enabling Contact Form only displayed the form visually, but visitors could still type messages without submitting it.
Now, when the Contact Form is enabled:
Visitors must submit contact details before typing
Returning visitors resume active chats without re-entering details
Ended or deleted chats trigger the form again
Page refreshes do not interrupt the conversation
What Is the Contact Form in Live Chat
The Contact Form is a pre-chat prompt inside the Live Chat widget.
Before a visitor can send a message, they are required to provide contact details
such as:
Name
Phone number
Custom fields (if configured)
This ensures every new chat is tied to a usable contact record.
Key Benefits of Requiring Contact Details
Requiring contact information before chat begins helps you:
Capture leads for every new conversation
Prevent anonymous or spam chats
Trigger workflows using contact data
Reconnect with returning visitors
Preserve chat history across refreshes
Keep CRM contact records clean and actionable
Each benefit applies independently.
How the Chat Flow Works
When Contact Form Is Enabled
New visitors see the contact form before typing
Message input remains disabled until submission
Once submitted, the chat starts immediately
Returning Visitors with an Active Session
Visitors are returned directly to the existing conversation
No re-entry of contact details is required
When Contact Form Is Disabled
Visitors can immediately type and send messages
No contact details are required upfront
How to Enable or Disable the Contact Form
Go to Sites > Chat Widget in your Kyrios account.
Select the chat widget you want to edit.
Open the Chat Window tab.
Navigate to Live Chat Assigned.
Toggle Enable Contact Form ON.
Click Save.
To disable the requirement, toggle Enable Contact Form OFF and save.
Important Behavior Notes
Contact Form applies only to new conversations
Active chat sessions persist across page refreshes
Ended or deleted chats will prompt the form again
Message history is preserved automatically
Each behavior is independent.
FAQ
What happens if a visitor closes the chat and returns later?
If the session is still active, the chat resumes automatically. If not, the contact form appears again.
Will returning visitors need to fill out the form again?
No, as long as their chat session is still active.
Can I trigger workflows from Contact Form submissions?
Yes. You can trigger automations using chat-based triggers such as Customer Replied.
Is message history preserved after a page refresh?
Yes. Chats automatically reconnect, and no messages are lost.