Contact forms in Live Chat

Contact forms are needed to identify a customer in the Live chat.

When communicating, these forms help you quickly get the customer's contact information - a name, an email and a phone number. This data is attached to the new lead and to the customer form.

If the customer doesn't want to fill the form out at the beginning of the conversation, there's a chance to get the email still by sending a form to the chat during the conversation.

Read more in the article CRM contact information form in Live Chat.

When the client enter the e-mail, then all unread responses from the operator, the client will receive to the specified e-mail.

How it works

First, when a client visits your website, he/she sees the widget icon at the bottom right corner.

When the client clicks the widget icon, all the options unroll.

If the Wait for customer's first message option is enabled, the form will appear after the client's first message.

If the Before conversation option is enabled, the form will appear as soon as the client opens the dialog.

The form your clients have filled will automatically appear inside your Bitrix24 CRM Open Channels.

A new lead will be automatically created for a new client. For existing clients, chat conversation will be saved in the CRM form.
The greeting form is only supported in the Open Channel chat. You can send any regular CRM form or CRM form from the Sales Center to other open line channels.


The email is sent after the client hasn't looked through the chat messages for a minute or has closed the dialog page.

The client's question and the operator's answer are shown in the email. From the email, the client can go back to the correspondence on the site where the widget is installed.

Contact forms and emails with a dialog history work only in the Live Chat channel. There are no settings. They work for all channel clients.

Language preferences

Language preferences option will allow you to send emails with a copy of a dialog or a new message notification in a desired language. Choose it in Open Channel Settings section.

Conversation number

The conversation number is displayed both in the chat to the client and to the operator. This option allows the client to refer to the dialog number to solve any problems.

Conversation number output is available only for Live Chat and Bitrix24.Network.
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