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Set up a Contact form bot - Part 4: Customize bot phrases

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.

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

❗️ Important
If you chose to have different support languages, remember to update the bot phrases in all languages by clicking on the tabs at the bottom of each text field.

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 startOnline(_email)or startOffline(_email), depending on your status.

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 thanksForMessage when you already know a visitor's email address.

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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