Set chat widget required fields to prevent incomplete submissions

Why required fields matter

Missing contact details break follow-ups, automations, and routing. When a conversation starts without the right data, workflows can fail and teams waste time tracking down information. Making key fields mandatory ensures every conversation captures what our systems need.

How mandatory field enforcement works

The name, phone, and email fields are always marked as required. Visitors who start a chat or agents who request contact details from the conversation panel must fill in all fields marked mandatory before they can continue.

Default contact form fields (Name, Phone, Email) shown in Contact Form Options.

Enforcement applies in two places:

• When a visitor initiates a chat via the widget.
• When an agent requests contact details from the conversation panel.

Step-by-step: make fields required

Here's how it works in the Sites section of your account.

1. Open Sites, go to the Chat Widget tab and edit or create a widget.
2. Switch to the Chat Window tab.



Open the Chat Window tab to access Contact Form Options (Name and Phone shown).

3. Add fields in the Contact form options area.
4. Check the box next to each field you want to make mandatory.



Mark which fields should be mandatory by checking the boxes next to each field.

5. Click Save in the top right corner.



Click the blue Save button in the top-right after marking fields required.

What this prevents

Required fields stop incomplete submissions where users skip important information. That keeps workflows, automations, and routing logic receiving consistent, accurate data. The result is fewer manual fixes and faster follow-ups.

Best practices

• Only mark fields required when downstream processes depend on them. Too many mandatory fields can reduce conversions.
• Keep field labels clear and concise. Users complete forms faster when they understand what’s needed.
• Test routing and automations after changing required fields to confirm nothing breaks.

Troubleshooting tips

• If conversations still lack data, verify the widget version on your site and confirm the saved settings were published.
• Review any custom scripts or styling that might hide contact form fields on certain devices.
• If agents report missing fields when requesting details, confirm their panel workflow requires the contact form step.

Frequently asked questions

Are name, phone, and email always required?

Yes. Name, phone, and email are always marked required to avoid confusion and ensure basic contact information is captured.

Can we require custom fields?

Yes. Add custom fields in the Contact form options and check the box next to each field you want to enforce.

What happens if a visitor refuses to fill required fields?

The visitor cannot start or continue the conversation until the mandatory fields are completed. Consider keeping only essential fields required to minimize drop-off.

Does this affect existing conversations?

Enforcement applies when a conversation starts or when contact details are requested from the conversation panel. Existing conversations that already contain required data are not interrupted.

Will required fields break automations?

Required fields are designed to improve automation reliability by ensuring expected data is present. Still, test workflows after changing required fields to confirm everything runs as intended.

Mark fields as mandatory by checking the boxes next to each contact field.

This update helps ensure data consistency across conversations. If workflows depend on specific fields, marking them required reduces manual follow-up and routing errors.

# Quick checklist
- Open Sites → Chat Widget
- Edit or create widget → Chat Window
- Add contact form fields
- Check boxes for required fields
- Save

If you need help, contact our support team. We are here to make sure your chat widgets collect the right data every time.

This article was created from the video Set chat widget required fields to prevent incomplete submissions