How to Collect Visitor Details in Live Chat in HighLevel

You just launched a massive traffic campaign for a local medical spa. The clicks are cheap. The landing page is converting. You even installed a live chat widget so the front desk can answer questions in real time. You feel like an absolute genius.

Then the weekend hits. The front desk goes home. Dozens of prospects land on the site and start typing questions into the chat box. But no one is there to answer. By Monday morning, you check the logs and see twenty different conversations from an “Anonymous Visitor.” You have no email. You have no phone number. You have absolutely no way to follow up with the people who were begging to give your client money.

You cannot scale an agency if your chat widget is a black hole for traffic. HighLevel fixes this instantly. You can force visitors to enter their contact details before they even type their first message. You instantly capture the lead, completely eliminate anonymous chats, and trigger your follow up automations. Let us lock down your chat widget right now.

Ready to streamline this? Here is exactly how to do it in 60 seconds:

Part 1: Enable the Contact Form

First, we need to activate the gatekeeper that secures your lead data.

1. Navigate to Sites and click on Chat Widget inside your sub-account.
2. Select the specific Chat Widget you want to configure.
3. Go to the Chat Window tab and open the Live Chat Assigned drop-down menu.
4. Toggle ON the Enable Contact Form option.
5. Click Save to publish your changes instantly.

Part 2: Customize the Automated Intro Message

Now let us control exactly what the visitor sees before they hand over their information.

1. Stay inside the Chat Window tab.
2. Locate the Contact Form Intro Message field. This text appears automatically right before the contact form displays.
3. Update the copy to fit your specific brand. The default text is “Please share your contact details.”
4. If you leave this field completely blank, the widget will skip the intro text and just show the form immediately.

Part 3: Customize the Agent-Triggered Request

Sometimes a visitor slips through, or you need to re-verify details during a live conversation.

1. Locate the Contact Form System Message field within the Chat Window tab.
2. This specific message displays when an agent manually clicks Request Contact Details from inside the Conversations tab.
3. Update the copy to be conversational and friendly.
4. Remember that this specific field is always visible in your builder, regardless of whether your main contact form toggle is turned on or off.

Capturing visitor details upfront guarantees every chat conversation turns into a tangible lead in your CRM.

Frequently Asked Questions

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