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When customers start a conversation through the Chat Widget (Floating widget & Sidebar panel), they don’t need to share their details first. bitChat automatically creates a temporary visitor profile, then updates it as soon as their details are collected.

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What happens when a visitor starts a chat

  • When a visitor opens the chat widget and sends their first message, bitChat automatically creates a temporary customer profile. Image
  • If no name is provided yet, the system assigns a default name using the following format: Customer + random number
  • This profile allows the conversation to be tracked in bitChat Live Chat.

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Ways to collect visitor details

You can use one, two, or all three options. Each one fills in the same customer profile.

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Pre-chat form

  • If the Pre-chat form is on, anonymous visitors fill in basic details before the chat opens: Name, Email, and/or Phone, depending on the fields you turned on.
  • These details are saved to the customer profile right away, so agents see the visitor’s real name in bitChat Live Chat.
  • Customers who are logged in to your store skip the form.
  • If the form is off, visitors can start chatting immediately without entering any details.
  • To turn it on, see How to set up a pre-chat form in Chat Widget.

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AI Collect Data skill

  • Customer information can be collected automatically by the AI agent if the Collect Data skill is enabled in AI Studio.
  • Use this to collect more details during the conversation, including any the pre-chat form didn’t ask for. Image
  • When this skill is active, the AI may ask visitors for details such as: Name, Email address, and Phone number. Image
  • Once the visitor provides the information, the AI Agent will update the customer profile automatically.

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Human handover

  • If the visitor requests to talk to a human agent and their information has not yet been collected, the system will prompt the visitor to provide their details before the conversation is transferred. Image
  • The visitor will be asked to enter: Name, Email address, and Phone number
  • After submitting the information, the conversation will be handed over to a human agent.

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What happens after details are collected

Once the visitor provides their information, the temporary profile is updated. For example:
  • Before information is collected: Customer 1234
  • After information is collected: John Doe
The updated customer information is visible in bitChat Live Chat.