Fixing Contact and Data Collection Problems

If visitor contact details aren't being captured correctly or at all, the issue usually comes down to how your Default Settings form is configured or how the form is being triggered during the chat experience.

Check Your Default Settings Form Configuration

Navigate to Workflow → Forms and click Edit on the Default Settings entry. Check that the fields you want to collect; name, email, and phone are toggled on in the Form Fields section. If a field is turned off, it won't appear to visitors and won't be collected. Also check the When to ask for contacts setting. If it is set to Disable, the form will not appear at all, which means no contact data will be collected regardless of your field settings.

Check the Timing of the Form

If contact data is being collected inconsistently, check whether your form timing setting matches your expectations. Before the chat requires visitors to fill in their details before they can start a conversation, which tends to capture more complete data. During the chat allows visitors to start chatting first and provide their information after sending their first message, which may result in some visitors not completing the form. Adjust the timing based on how important it is for you to capture contact details before the conversation begins.

Check for Incomplete Submissions

Some visitors may start a form but not complete it, especially if the form appears mid-conversation and they are focused on getting an answer. If you're seeing partial data in your contacts list, this is likely the cause. Consider simplifying your form to only ask for the fields you truly need. The fewer fields required, the higher the completion rate.

Verify Contact Data in the Audience Section

If you're unsure whether data is being collected, go to Audience → Users to check your contacts list. If contacts are appearing there with N/A in key fields, the form may not be configured to collect those fields, or visitors are submitting without filling them in. Cross-reference with the Guests tab to see how many visitors are interacting without providing any contact details.