How do I enable the human support contact form in ChatLab?

Select your chatbot, navigate to Settings > Human Contact Form, and toggle on 'Allow users to contact human support via contact form in chatbot'. Then use the Behavior and form settings tab to choose the form and configure the messages and support email.

Can I use a custom form for human support instead of the built-in one?

Yes. In the Behavior and form settings tab, open the 'Form shown to the visitor' dropdown and select a custom form. Custom forms are built under Settings > Forms and appear in this dropdown once saved.

When does the human support form appear to visitors?

It appears when visitors click the envelope icon in the chat header. You can also enable AI-powered triggers in Settings > Actions to show the form automatically when the chatbot detects the user needs help, or after a set number of messages.

Can I customize the email notification I receive?

Yes. Open the Notification template tab, then edit the subject and body. Click the placeholder chips such as ##USER_EMAIL##, ##BOT_NAME##, ##USER_MESSAGE##, and ##CONVERSATION_LINK## to insert dynamic values into the text.

Can I require privacy policy consent before the form is submitted?

Yes. Navigate to Settings > Consent & Privacy and enable 'Require Privacy Policy consent for human support'. Visitors will need to accept your policy before submitting the contact form.

Human Support Contact Form - ChatLab Help Center

The Human Support Contact Form gives your website visitors a way to reach your support team directly from the chat widget. When a visitor submits the form, an email with their message and (optionally) the conversation transcript is sent to your support email address.

Where to find the settings

Select your chatbot, then navigate to Settings > Human Contact Form.

Enable the contact form

Toggle on Allow users to contact human support via contact form in chatbot at the top of the page. When enabled, two sub-tabs appear below: Behavior and form settings and Notification template.

Behavior and form settings

This is the first sub-tab. It controls which form visitors see and the text around it.

Choose the form shown to the visitor

At the top of the tab, use the Form shown to the visitor dropdown to decide what visitors fill in:

Built-in form (email, message) - the standard form with an email field and a message field. Use the settings below to customize its placeholders and messages.
Custom form - a form you designed yourself with your own fields. Custom forms are built under Settings > Forms and appear in this dropdown once saved. See Custom forms for how to build one.

Built-in form settings

When the built-in form is selected, configure the following:

Message encouraging user to contact with human customer support - the text displayed at the top of the contact form. Supports markdown for links.
Email field placeholder - placeholder text shown in the email input field (e.g. "Your email address").
Message field placeholder - placeholder text shown in the message textarea (e.g. "Describe your issue or question...").
Human support email - the address where form submissions are sent. You can enter multiple email addresses separated by commas.
"Thank you" message after submitting the form - the confirmation message displayed after the visitor submits. Supports markdown.
Include conversation in email notification - when enabled, the full conversation transcript is included in the email sent to your support address.

Notification template

Click the Notification template sub-tab to customize the email your support team receives when a visitor submits the form.

Email Subject Template - the subject line of the notification email.
Email message content format - the body of the notification email.

Above the fields is a row of Available placeholders. These are clickable chips - click a chip to insert its placeholder into the subject or body at the cursor position, so you do not have to type the exact token:

##USER_EMAIL## - the visitor's email address
##USER_MESSAGE## - the message the visitor typed
##BOT_NAME## - the chatbot's name
##BOT_BRAND_NAME## - your brand name (e.g. "ChatLab")
##CONVERSATION_LINK## - a direct link to the conversation in your Chatlogs

When the form appears to visitors

There are three ways the contact form can appear in the chat widget:

Envelope icon - when the contact form is enabled, an envelope icon appears in the chat widget header. Visitors can click it at any time to open the form.

AI-driven trigger - the chatbot automatically detects when a visitor needs human help (for example, when it cannot answer a question or when the visitor explicitly asks) and displays the form. This is configured in Settings > Actions.
After X messages - the form appears automatically after a set number of messages in the conversation. This is also configured in Settings > Actions.

AI-powered actions for human support

To configure automatic triggers, navigate to Settings > Actions and filter by Human Support.

AI Driven human contact form - uses AI to detect when the visitor needs human assistance and automatically suggests the contact form. The form also appears when the visitor explicitly asks to speak with a person.
Human contact form after X messages - automatically displays the contact form after a specified number of messages in the conversation.

How the form looks to visitors

When the contact form is triggered, visitors see a form inside the chat widget with an email field, a message field, and an OK button. If privacy policy consent is required, a checkbox appears above the email field.

Privacy policy consent

You can require visitors to accept a privacy policy before submitting the contact form. This is configured separately in Settings > Consent & Privacy - toggle on Require Privacy Policy consent for human support and customize the consent label with a link to your policy.

Custom forms - design your own form fields to use for human support
Live Chat - real-time conversations with human operators
Lead collection - capturing visitor contact details automatically

Human Support Contact Form