Mandatory & customisable message field in Chat Widgets

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👀 What’s New?

  • All chat widgets (WhatsApp, Email/SMS, All in One, Voice AI) now feature a mandatory pre-filled message field.
  • By default, this field contains a message (e.g., “I want to know more”) that can be fully customised.
  • This ensures that only the visitor’s intended message is transmitted, without sharing any personal details.

👷 How It Works:

  1. When creating a new chat widget, the message field will be added automatically.

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  1. The message field is mandatory but can be edited; you may change the default text within the builder.
  2. Visitors have the option to modify the message before sending it.
  3. For existing widgets, the behaviour remains unchanged unless you manually add the message field; once added, it becomes mandatory.

🌟 Why It Matters:

  • This change aims to respect visitor privacy and give them control over their data.
  • In CRM Conversations, you will still see contact details (name, phone, etc.) from the form fields.
  • However, only the message the visitor sends will appear in the conversation thread.
  • This prevents the unwanted sharing of personal details in the chat window, ensuring a clean, consistent, and secure experience.

📝 Notes:

  1. The pre-filled message is 100% customisable within the builder flow.
  2. Visitors can also update the message while interacting with the widget.
  3. This feature applies to WhatsApp, Email/SMS, All in One, and Voice AI chat types.