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Set up a Contact form bot - Part 1: Choose when to display the contact form bot

❗️ Important

The Contact form bot is not available in Instagram Direct, Facebook Messenger conversations, and WhatsApp conversations.

We've created a series of articles to help you discover the Contact form feature in Conversations. In this article, we will help you set up the contact form bot according to your agents' status. 

Good to know

What is a contact form bot and why use it? 

❗️ Important
The contact form cannot be added to a chatbot scenario yet.

A contact form bot is a form that welcomes your visitors and displays a series of questions to collect their details when they use the chat widget on your website. The contact form bot allows you to identify your visitors to enable the sending of your replies to their questions by email if they leave your website, or add them to your contact list. 
See how the contact form is displayed to your visitors when agents are offline for example:

speed_-_contact_form_example.gif

To access the contact form bot settings, go to Conversations > Settings > Contact form.

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💡 Good to know
If the contact form is optional, the default thanksForMessage bot phrase is displayed to welcome your visitor after their first message. For more information on bot phrases and how to edit them, go to Customize Bot phrases.

When agents are online

The When agents are online feature allows you to collect details from your visitors before answering them. This feature allows you to get to know your visitor better without spending too much time on contact details questions.

To choose when to enable the contact form bot when agents are online, select one of the options from the drop-down list:

Immediately, after the first message

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This option automatically displays the contact form bot after receiving your visitor's first message. If you choose this option, the Get messages only once the contact form is filled box displays. You can either: 

  • [Recommended] Leave the box empty to directly receive your visitor's message and make the contact form optional when agents are online.
    This will allow any visitor to contact you whether they agree to give their details or not. 
    💡 Good to know
    Before the contact form is displayed, the beforeForm bot phrase asks visitors to introduce themselves. After that, the startOnline or startOnline_email bot phrase is displayed to visitors in the chat widget. For more information on bot phrases and how to edit them, go to Customize Bot phrases.
  • Check the box to receive your visitor's message only after they filled out the contact form and make the contact form mandatory when agents are online.
    ❗️ Important
    This might impeach visitors who do not want to share their details to contact you and thus decrease your conversion rate. 
    💡 Good to know
    The default startOnline_email or startOnline_required bot phrase is displayed to your visitors in the chat widget. For more information on bot phrases and how to edit them, go to Customize Bot phrases.

If agents delay a response

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This option makes the contact form optional and will display it when agents are online but have exceeded the maximum time to respond to the visitor's message.
In the Waiting time text field, specify the delay time after which the bot will start. 

💡 Good to know
The default startOnline or startOnline_email bot phrase is displayed to your visitors in the chat widget. For more information on bot phrases and how to edit them, go to Customize Bot phrases.

Never

2022-01-20_15-57-19__1_.gif This option disables the contact form bot when agents are online.

When agents are offline or invisible

💡 Good to know
This feature is included in your Chat free plan. 

The When agents are offline or invisible feature is enabled by default and sends the contact form automatically after your visitor's first message. 

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The Get offline messages only once the contact form is filled box is displayed by default. You can either:

  • [Recommended] Check the box to receive your visitor's message only after they filled out the contact form and make the contact form mandatory when agents are offline or invisible. 
    This will help you reduce the number of messages received when you are offline allowing you to filter visitors who decided not to give their contact details.
    💡 Good to know
    The default startOffline_email or startOffline_required bot phrase is displayed to your visitors in the chat widget. At the end of the contact form, the default details bot phrase is displayed. For more information on bot phrases and how to edit them, go to Customize Bot phrases.
  • Leave the box empty to directly receive your visitor's message and make the contact form optional when agents are offline or invisible.
    If visitors do not fill in the contact form, they will only receive your answer if they go back to your website. 
    💡 Good to know
    Before the contact form is displayed, the beforeForm bot phrase asks visitors to introduce themselves. After that, the default startOffline or startOffline_email bot phrase is displayed to your visitors in the chat widget. For more information on bot phrases and how to edit them, go to Customize Bot phrases.

⏩ What's next?

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.

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