Send a custom form to a customer mid-conversation to collect missing details — like name, email, or anything else you track — without leaving the chat.
What is a custom form?
A custom form is a short form you send to a customer during an active chat to collect information they haven't provided yet. It's a Custom customer field collector built for the moment you actually need the data, rather than a static intake step. You can use one of the ready-made forms for common fields (name, email, phone) or build your own from scratch.
Send a form during a chat
1. Open an active chat.
2. Click the + icon in the message box toolbar to open the form picker.
3. Choose one of the predefined forms (name, email, phone) or select a custom form you've built.
4. Send it. The customer fills it out inside the chat widget, and their answers are saved straight to their customer profile.
Good to know
Longer forms are automatically split into a multi-step layout in the widget, so customers aren't faced with a long list of questions at once.
If a customer's name, email, or phone number is already known, those fields come prefilled in any form that asks for them — the customer only has to fill in what's actually missing.
You can send only one form per message. To ask for more, wait until the customer has finished the first one, then send a follow-up form.
Sending a form doesn't pause the conversation — the chat stays open on both sides, so you and the customer can keep messaging while the form waits to be filled in.
Create a custom form from scratch
1. Go to Settings → Customers → Custom forms.
2. Click Create form.
3. Add fields. While creating a form, you can use either a customer custom field (saved in the customer profile or a generic form field (not saved in the customer profile)
4. Save the form. It's now available in the form picker for every chat.
Who can use custom forms?
Sending a form during a chat is open to every role — Members and Admins can both do this from the message box. Creating, editing, or managing forms requires Admin rights. Members can navigate to that settings section and see existing forms, but can't create or update them.
Frequently asked questions
Yes. Custom forms support the same field types available for Customer fields, so anything you've already set up for customer profiles can be added to a form without having to recreate it.
No. Build one form per data-collection scenario and reuse it across chats — there's no per-chat setup. The predefined name/email/phone form covers the most common case out of the box.
Straight to their customer profile, using the same custom customer fields the form was built from. No manual copy-paste is needed.
No. Pre-chat and post-chat forms run automatically at the start or end of a conversation. Custom forms sent during chat are triggered manually by whoever's handling the conversation, at whatever point they realize a detail is missing.