I'd like to suggest a feature enhancement for SalesIQ that would greatly improve the user experience across different channels.

Hello Zoho Team,

 Current Limitation:

When I enable the pre-chat form under Brands > Flow Controls to collect the visitor’s name and email, it gets applied globally across all channels, including WhatsApp, Messenger, and Instagram. This doesn't quite align with user behavior or expectations on those platforms.

For example, most people who reach out via WhatsApp already have their name visible, and asking for an email upfront creates unnecessary friction. Even though I understand that the form can be skipped, its presence still disrupts the flow and can lead to user drop-off.

Suggested Improvement:

It would be extremely helpful to have the ability to enable or disable the pre-chat form by channel. For instance:

• Enabled for website visitors (chat widget)

• Disabled for WhatsApp, Messenger, Instagram, etc.

This would allow us to personalize the user experience per platform and collect information in a context-sensitive manner.

Current Workaround (and its drawbacks):

Right now, I’ve implemented a Zobot that asks for name and email only when visitors contact us via the website, while routing social channels differently. However:

• The bot asks for name and email one by one, which makes the interaction slow and tedious.

• There is no form-style input where users can quickly fill in both fields at once.
  

• In addition to that, I also have a problem. the "workaround" asks for name and email, but in Zobot I have the 'Allow hand-off to operators' option enabled. So, as you can see, if the user selects that without having entered their details, I have to manually ask for their name and email, which makes the process inefficient

 Benefits of This Feature:

• Reduces friction for social messaging platforms.

• Maintains professional lead collection on web chat.

• Avoids repetitive or redundant data requests on channels where info is already available.

• Enhances the speed and smoothness of the onboarding flow.

I truly believe this small but impactful update would greatly improve the flexibility and effectiveness of SalesIQ for omnichannel communication.

Alternative or Complementary Suggestion

If channel-specific control is not currently feasible, we suggest creating a new type of “imput Card” that works like a form, allowing the bot to collect multiple fields in a single step, such as:

• Name

• Email

• Phone Number

• Company

Currently, bots ask for this information one field at a time, which makes the flow slow. A single, compact form-style card would streamline the experience.

Please let me know if this is something already on your roadmap, or if I can provide more details. I’d be happy to help in any way I can.

Thank you for your time and support.

• Topic Participants

• Theo

  

• Sasidar Thandapani

  

• Niels Przybilla | SF-Solutions

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