Topline OS adds a mandatory, customizable message field to Chat Widgets. You can make the initial message required, set the placeholder or prompt text, and collect better context before the chat begins, which helps teams respond faster and more accurately.
Required first message option in Chat Widgets
Customizable placeholder or prompt text for the message field
Validation that prevents empty submissions until a message is entered
Works alongside existing fields like name and email
Use a clear prompt like How can we help today to guide useful messages
Keep the prompt short and friendly so visitors start typing quickly
Combine with required email or phone only when follow up is essential to avoid drop offs
Add a short privacy note if you collect contact details
Step 1
Open Sites and go to Chat Widgets. Create a new widget or edit an existing one.
Step 2
Enable “Require first message” in Fields/Form settings, add your placeholder/prompt, keep required fields minimal (e.g., name, email), save, test on a page, verify validation without a message, then send a real test and check it in Conversations.
Can I collect a message without requiring email
Yes. You can require only the message if you prefer faster starts. Add email or phone when follow up is needed.
Where does the first message show up
In Conversations, attached to the new chat thread from that visitor.
Can I customize the prompt language
Yes. Update the placeholder text to fit your tone or language.
Will this affect existing widgets
Existing widgets keep their behavior. Enable the Require first message option to use this feature.
