Set up the contact form
Accept inquiries from within the chat and receive them by email
When you enable the contact form, customers can send you an inquiry from within the chat by entering their name, email address, and other details. This way, you won't miss requests the AI can't resolve on its own.
Setup steps
Set the destination email address
Open Agent Settings in the sidebar, enter a "Contact Email", and click "Save".
Enable the form
In Chat → Design, on the "Content" tab, turn on "Enable form" under "Contact Feature". Check that the email address from step 1 appears under "Email Recipient".
Choose which fields to show
In "Field Settings", choose whether to show the company name and phone number fields (both are on by default). Name, email address, and inquiry details are required and always shown.
Save and check the preview
Click "Save Changes", then check how it looks under "Contact" in the preview on the right.
If no contact email address is set, you can't turn on "Enable form". Also, if you remove the email address later, the form is automatically disabled.
What customers see
- When the AI suggests making an inquiry in its answer, customers can open the form with the "Contact Us" button.
- Submissions are sent by email to your contact email address.
- You can find conversations that included an inquiry in Messages by filtering with "Contact Inquiries Only".
In Test, the form is shown as a preview and nothing is actually sent.
If emails don't arrive
- Check that your contact email address is correct.
- Check your spam folder.