Collecting visitor contact info more efficiently

Ask the Community General Questions
1

I’m new to using Chatbot so it’s possible there are gaps in my understanding or setup. Please feel free to correct me or share your thoughts.

From what I can tell, if a visitor types their name and contact information directly into the chat, it doesn’t get sent to my email inbox. It seems the only way their information reaches me is if they submit it through the contact form.

One possible option could be pinning the contact form to the top or bottom of the chat window so it doesn’t get scrolled out of view. Ideally, I’d also like the option to collect contact information purely through the conversation, without requiring a dedicated form.

I’ve also noticed that response times can be quite slow. The “Thinking…” message sometimes lasts 30 seconds or longer, which may feel unresponsive to visitors. (Can we customize “Thinking…” to something else?

Lastly, I’m not sure if chat transcripts can be sent to multiple email addresses by separating them with commas. If that’s not currently supported, I’d like to request that option as well.

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Hi @Family_Tree_Care_Mar welcome to community, :clap:

Have you entered the email address in the General tab and enabled “Send chat history via email”?

You can also edit the text in the language settings.

There’s already a suggestion for multiple email recipients.

Until then, you could set up a mailing list.

https://community.elfsight.com/t/ability-to-add-more-email-recipients-to-the-widget/125461

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Hi @Family_Tree_Care_Mar, welcome to the Community! :waving_hand:

Thanks so much for your feedback!

You’re right — f a visitor enters contact info without using the contact form, it will appear in the chat transcript as part of the conversation. So, for now, using the contact form is the best way to collect contact details.

That said, I totally agree it would be great to collect contact info without needing a form, and we’ve added your suggestion to the Wishlist: Collect contact info without a dedicated form.

As for pinning the form to the top, the only available option right now is to display the form before the chat, which you’ve already set up.

The “Thinking” text can be edited in the Language section under the General tab:

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Regarding the response time, could you provide an example of a question where the answer took more than 30 seconds? I’d be happy to look into it for you.

As for receiving email transcripts, you can currently add just one email address. We’ve received requests for multiple addresses, and you can upvote this feature request :wink:

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Thanks for the responses. I’ve had several times in testing there the thinking was fairly long.

I’m not sure if it’s internet issues, too much info trained into the system or what.

Thanks! So far been really enjoying your product.
Derek

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Got it, thank you so much for the feedback

I’ve tested your widget and the chatbot provided a response within 5-10 secs. If you’re able to replicate the issue again, please specify the question that caused issue. We’ll be happy to look into this for you :wink: