And we prefer to gather more than just the customer name, phone and e-mail. We want to know what he has enquired about specifically and what additional information he/she has provided.
If this feature gets implemented with a custom form that can be sent via integration with either Zapier, Make or even a simple e-mail, it’ll be excellent.
In our usecase I see it like this:
Customer interacts with bot and asks his/her questions.
Bot answers and follows a set structure of questions to the customer based on the type of service he requires (we can train the bot on that)
Bot gathers the info from those questions, structures it as we have trained it.
Bot sends structured data to a predefined e-mail. If there are any files that the customer has uploaded to the bot, those files are attached in the e-mail.
We will train the bot on the different services but the structure of the data always remains the same.
The lack of the ability to gather this customer information is what’s holding us back from implementing the bot.
Also, name, phone and e-mail should be an optional thing to require of the customer before staring the chat, not mandatory. We believe in gathering that data after we’ve provided something useful to the customer so he/she wants to give us the data.
For me there should be a choice to collect info either prior or after interaction.
For my clients it’s imperative to collect at least the email address prior to the chat.
Without this I’m looking for another solution.
Happy to say that we’re currently working on the form feature to collect customer info! I’ve moved your comment to the related discussion, and you’ll receive a notification once the feature is released
It would be nice to have the option of collecting name & email before the visitor asks questions, that way #1 we can collect emails and #2 after reviewing the chatbot transcript we can reach out to the customer via customer service email to answer their questions or make sure everything was taken care of.
Happy to say that our devs are actively working on this functionality. I’ve moved your comment to the related discussion, and you’ll receive a notification once the feature is released
It worked well, and didn’t ask the user to enter the same information again.
I would hope Elfsight will add similar tools soon. I will be expecting that if i am to stay.
at very least there needs to be a logical flow similar to that I am sharing here in order to run a successful chatline and monitor chats.
FYI TIDIO allows an operator to jump onto a chat as well.
@Amit_Sharma1, that’s a nice workaround, thank you for the tip! We hope the form implemented into the widget will make the process smoother for you and your users
@Phil_Philosofree_Che your example is really clever, thanks for sharing! It’s a bit too deep for our widget scope right now, but we’ll keep it in mind anyway — who knows what the future holds?
Hi there Elfsight. I would love to have a feature in the chatbot where chatbot asks user’s for their details before starting the conversation. The information should then be sent to the email.
Glad to say that we’re actively working on this feature now! I’ve moved your comment to the related thread and you’ll receive a notification once the feature is released
