Mandatory & customisable message field in Chat Widgets

👀 What’s New?

• All chat widgets (WhatsApp, Email/SMS, All in One, Voice AI) now include a

  mandatory pre-filled message field.

• By default, this field comes with a message (e.g., “I want to know more”) which one can fully customise.

• This ensures that only the visitor’s intended message is passed through, not their personal details.

👷 How It Works:

1. When creating a new chat widget, you’ll see the message field automatically added.

2. The field is mandatory but editable, you can change the default text in the builder.

3. Visitors can also edit the message before sending it.

4. For existing widgets, behaviour remains the same unless you manually add the message field, once added, it becomes mandatory.

🌟 Why It Matters:

• The idea behind this change is to

  respect visitor privacy

  and control over their data.

• In CRM Conversations, you’ll still see contact details (name, phone, etc.) from the form fields.

• But only the

  message the visitor sends

  will appear in the conversation thread.

• This avoids unwanted sharing of personal details in the chat window and keeps the experience clean, consistent, and secure.

📝 Notes:

1. Pre-filled message is 100% customisable in the builder flow.

2. Visitors can also update it while interacting with the widget.

3. This applies to WhatsApp, Email/SMS, All in One, and Voice AI chat types

   .