Smart Chat is not asking for contact information before starting a conversation

[Jose_Mizrahi]

Smart Chat is not asking for information before starting conversation. Contact form should unlock the chat’s ability to answer

[Casey_Hunt]

Have you enabled the Lead Capture / Contact Form requirement in your AI Chat settings?

If the chatbot is starting conversations without collecting visitor information first, check:

1. AI Chat settings → Lead Capture
2. Make sure the contact form is set as Required before chat interaction.
3. Republish the site after making changes.
4. Test in an incognito/private browser window to avoid cached settings.

Also verify that the AI Chat is connected to the correct site and that no custom automation is bypassing the lead capture step.

Can you share a screenshot of your AI Chat settings configuration? That would help identify what’s causing the form to be skipped.

[noahlovell]

Have you set the Contact Form visibility to be part of the welcome screen?

[Jose_Mizrahi]

And still people can chat without filling out the form

[Jose_Mizrahi]

Yes, I need the feature used for MANUAL Chat (Visitor must submit his details first in order to send chat message), to be available in the AI Chat

[noahlovell]

If you have it checked, and it’s not working, then this is likely to be a bug, and you’ll need to open a ticket for it

The best place to report an issue is via the steps outlined in this topic.