We've created a series of articles to help you discover the Contact form feature in Conversations. In this article, we will help you customize the bot phrases and understand the order in which they are displayed in your chatbot.
If you want to use your visitors' data for any purpose, you must inform them how and why you will use their data and even ask for their consent in specific situations. You can edit the default bot phrases to add specific information on how and why you use your visitors' data. To learn more, check our dedicated article Set up a Contact form bot - Part 3: Visitors consent.
- Part 1: Choose when to display the contact form bot
- Part 2: Customize the contact form fields
- Part 3: Visitor's consent
- Part 4: Customize bot phrases - YOU ARE HERE
Good to know
- Depending on the options you choose, your visitors will not be required to fill out the entire form. For more information on how to make your contact form mandatory or optional, see the Choose when to display the contact form bot article. You can also customize the contact form fields to make them mandatory or optional.
- We recommend writing bot phrases in the third person to let your visitors know that they are talking to a bot and avoid possible confusion.
What are bot phrases and how to customize them?
Bot phrases are the automatic sentences that visitors receive through your chatbot. The type of bot phrase that appears depends on your status and whether the form is mandatory or not for example.
Bot phrases are filled in by default but you can customize them by clicking on 🔧 Bot phrases at the bottom of the Contact form page and editing the desired fields. If you want to restore the default bot phrases, delete everything from the field and click somewhere outside it.
Understand bot phrases
Report to the table below to understand which bot phrase will appear in each situation:
| Order | Category | Bot phrase | Description |
| 1 | Thanks |
thanksForMessage |
Appears after a visitor's first message if the form is optional. It is followed by the bot phrase from either |
|
2 |
When online These messages appear when any agent is online. |
startOnline |
Appears after thanksForMessage when the contact form is optional. |
startOnline_required |
Appears when the contact form is mandatory. |
||
startOnline_email |
Appears after thanksForMessage when you already know a visitor's email address.For example, if they chatted with you earlier and provided their email address. |
||
|
In messenger mode These messages appear when all agents are invisible or offline. |
startOffline |
Appears after thanksForMessage when the contact form is optional. |
|
startOffline_required |
Appears when the contact form is mandatory. | ||
startOffline_email |
Appears after For example, if they chatted with you earlier and provided their email address. |
||
| 3 | Contact form |
beforeForm |
Appears after the startOnline or startOffline bot phrases when the contact form is optional. |
| 4 | Thanks |
afterForm |
Appears after a visitor completes the form and you didn't request an email address. |
afterForm_email |
Appears after a visitor completes the form and their email address is required. | ||
| 5 | Adding details |
details |
Appears at the end of the contact form after all the previous offline bot phrases. |
🤔 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.
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