How do I change what the operator says?

Hi guys,
I want the first page of a live chat to be a form with a name and email input box, but instead I get the "operator" asking questions (as pictured in attached screenshot). I can't for the life of me find where to change this and online guides from only 18 months ago seem to be completely outdated due to a re-design of the platform.
Thanks for any help!
Daniel

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