Contact Collection
Contact Collection automatically asks website visitors for their name and email when a live chat goes unanswered past a set time limit. It gives your team a way to follow up with visitors even if no agent was available to respond in time.
Overview
Contact Collection is configured per widget channel. When enabled, it watches conversations that are waiting for an agent response. If a visitor's message stays unanswered longer than the configured threshold, the widget posts a prompt message in the chat and shows an inline form asking for the visitor's name and email.
- Enable or disable independently for each widget channel
- Configurable response threshold that decides when the prompt is triggered
- Editable prompt and confirmation message templates
- Submitted details are saved to the visitor's contact record for agents to see
How It Works
Contact Collection triggers mid-conversation, not when the chat first starts.
Chat starts waiting
When a visitor sends a message and it's waiting for an agent response, Fiko starts tracking how long the chat has gone unanswered.
Threshold reached
If no agent responds before the configured threshold, Fiko sends the configured prompt message into the chat.
Inline form appears
The widget shows an inline form asking for the visitor's name and email. Phone number can also be submitted.
Visitor submits their info
After the visitor submits the form, the widget shows the configured confirmation message.
Contact info is saved
The submitted details are saved to the chat's contact record, the chat is tagged contact-info-collected, and the info appears in the Customer Profile panel for the agent.
One prompt per chat: Once a visitor submits their contact info, they aren't asked again in the same conversation.
Configuration
Contact Collection is set up per widget channel from widget management.
Open Contact Collection settings
- Go to Settings → Channels → Fiko Widgets
- Click "Manage" on the widget channel
- Navigate to Responses → Contact Collection
Available settings
Enabled
Turns Contact Collection on or off for this widget channel.
Response threshold
How long a chat can go unanswered before the prompt is triggered. Adjustable from 60 seconds to 3600 seconds (1 hour), with a default of 300 seconds (5 minutes).
Prompt message
The message posted in the chat when the threshold is reached, right before the inline form appears. Editable per widget channel.
Confirmation message
The message shown after the visitor submits their contact info. Editable per widget channel.
What Gets Collected
Inline form fields
- Name
- Phone (also accepted on submit)
Where it shows up: Submitted details are visible to agents in the Customer Profile panel next to the chat, and the chat is tagged contact-info-collected.
Troubleshooting
Form never appears
Confirm Contact Collection is enabled for the widget channel, and check that an agent hasn't already responded before the threshold was reached — the prompt only triggers on chats still waiting for a response.
Visitor isn't asked again
This is expected. Once a visitor has submitted their contact info for a chat, the form won't be shown again for that same conversation.
Info not showing in Customer Profile
Check that the visitor actually submitted the form and that a confirmation message was shown. If the chat isn't tagged contact-info-collected, the submission likely wasn't completed.