We need that live chat immediately after the dialog box opens, first contains a form with the user’s contact details, and after
the user will add his contacts - the dialog itself opens. I did not find how to do this in my version (free) can this be done in the paid version?
That is, the user first enters his e-mail, then the manager connects to it.
Hi @WWindows,
Thanks for reaching out!
It’s currently not possible to replace the welcome message with an email prompt. However you can collect a customer’s email right after the welcome message! I wanted to share this help article which explains how to customize the welcome message and how to collect an email after a welcome message.
If this is a feature you would like to see in HubSpot, I would highly encourage you to submit this product suggestion to the ideas forum.
Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.
All the best,
Kristen
>> However you can collect a customer’s email right after the welcome message!
This is exactly what is required! As soon as the chat opens and a welcome message, we first request an email, then, as it is received, we proceed to the correspondence. Where is the setting to do this?
Thanks! I am using this opportunity right now. Not exactly what you need. It should be like this: after the chat is open, step 1 - capture the e-mail, until the e-mail is entered, we do not give the user the opportunity to start a dialogue! As soon as the e-mail is entered, we begin the usual dialogue. Is there such an opportunity in live chat, maybe in a paid tariff?
Hi @WWindows,
Thank you for reaching out back and for the additional screenshots!
I was able to verify that it currently isn’t possible to collect an email address prior to giving the prospect an opportunity to start a dialogue with the live chat feature. My apologies for the confusion there regarding the email input action I had mentioned before.
I thought of another method you could potentially use with a chatbot.
With a paid version of HubSpot, you can set up a chatbot that sends a welcome message and then collects contact information such as email and first name. After you have collected the contact’s information, you can use the “Send to Team Member” action (more on this here) to start a live chat with a team member.
If you would be interested in learning more about this, please let me know and I’ll be happy to elaborate on it and invite some of our subject matter experts to this thread so we can brainstorm! 
Example chatbot with a handoff to a team member
All the best,
Kristen
