The Agent's Customize page provides additional controls for when Lead capture is presented, how long Agent responses should be, and which starter questions visitors can select before a Conversation begins.
These settings affect the visitor experience rather than the Agent's basic workspace identity.
The Pre-chat Lead gate and the in-Conversation Lead prompt are separate behaviors.
Require name + email before chat controls whether the Lead form must be completed before the Chat panel unlocks.
The When should the form appear? setting controls the automatic Lead prompt during an already active Conversation.
After engagement (recommended) surfaces the Lead form when the visitor reaches a high-intent keyword such as pricing, demo, or contact, or after the visitor has sent three messages, whichever happens first.
This provides a balance between allowing the visitor to engage first and capturing contact information once meaningful interest develops.
On the visitor’s first message prompts every visitor after their first turn.
This option is suited to sales-led Agents where most Conversations are intended to become Leads, but it introduces Lead-capture friction earlier in the experience.
Only on intent keywords waits for signals such as pricing, demo, or contact interest and does not use the three-message engagement fallback.
This approach is useful when you want Lead capture to depend more heavily on explicit visitor intent.
Never auto-prompt disables the automatic in-Conversation Lead form.
Use this when Lead collection occurs through another workflow such as a Call to Action, escalation, or another intentional capture method.
The Customize page includes Guardrails with a Max response length control.
This setting is used to keep Agent responses concise and readable within the Chat widget. The deployed default configuration uses a maximum-character value when no Agent-specific override has been set.
Choose a limit appropriate for the website experience. Very short limits can cut useful explanations too aggressively, while unnecessarily long limits can make the Chat experience difficult to scan.
Starter prompts are short visitor questions displayed before the Conversation starts. A visitor can select one to send it immediately.
The deployed interface supports:
Starter prompts should represent common questions that help a visitor enter a useful Conversation quickly.
Examples might include questions about pricing, plans, services, product fit, or contacting a representative, provided those topics match the Agent's actual purpose and Knowledge.
After modifying Lead-prompt timing, response length, or Starter prompts, select Save customization.
Review the Live preview and test the Agent in Playground before treating major experience changes as production-ready.