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Customizable Message Field in Chat Widgets

Add a pre-filled message to WhatsApp, Email/SMS, All-in-One, or Voice AI widgets to capture clear first messages and protect visitor data.

4 min read844 words4 explained imagesUpdated Tue, 18 Nov, 2025 at 9:28 AM
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On this page
  1. Key Benefits of the Customizable Message Field
  2. Pre-Defined Message Field Logic
  3. Customizing the Pre-Filled Message
  4. Visitor Editing Experience
  5. Supported Chat Widget Types
  6. How To Set Up the Customizable Message Field
  7. Open Chat Widget Settings
  8. Create a New Widget
  9. Select Chat Type
  10. Configure Chat Window
  11. Frequently Asked Questions
  12. Related Articles
Give every new conversation instant context with GHL Customer Care’s customizable message field for WhatsApp, Email/SMS, All-in-One Chat, and Voice AI widgets. Capture a meaningful first message, protect contact details, and keep workflows running smoothly.

TABLE OF CONTENTS

What is the Customizable Message Field in Chat Widgets?

The customizable message field is a pre-filled “Message” textbox that appears in the contact form of newly created chat widgets (except Live Chat). It lets you define default text—such as “Hi, I’d like to learn more about…”—so visitors always submit an opening message while their personal details (name, phone, email) are stored privately in your CRM rather than in the conversation transcript. 
The field is required when no other message field exists and optional when your form already includes one. Visitors can freely edit or replace the pre-filled text before sending.

Key Benefits of the Customizable Message Field

Providing a default message delivers immediate value:
  • Guarantees a clear, consistent first message for every chat.
  • Keeps contact information inside CRM records, not exposed in the chat thread.
  • Preserves flexibility—works whether your contact form already has a message field or not.
  • Improves agent efficiency by giving context up front.
  • Enhances marketing attribution by ensuring each transcript starts with visitor intent.

Pre-Defined Message Field Logic

A default “Message” field appears in the builder whenever you create a WhatsApp, Email/SMS, All-in-One Chat, or Voice AI widget.
  • If your contact form lacks a message field, this field is mandatory and pre-populated with editable text.
  • If your form already contains a message field, the field is optional—you can keep, remove, or reorder it.
  • The widget saves, embeds, and generates code seamlessly in either case.

Customizing the Pre-Filled Message

Within the widget builder you can:
  • Click the Message field and type any default text (max 255 characters).
  • Insert merge fields (e.g., ) for dynamic branding.
  • Rearrange the field order via drag-and-drop.
  • Toggle “Required” on/off when the field is optional.

 Visitor Editing Experience

After the widget loads on your site, visitors see your pre-filled text inside the message box. They can:
  • Send it as-is for a quick start.
  • Modify or delete the content before submitting.
  • Benefit from immediate context with no extra typing.

Supported Chat Widget Types

The feature is available in:
  • WhatsApp Chat Widget
  • Email/SMS Chat Widget
  • All-in-One Chat Widget (multi-channel)
Note: Live Chat widgets still rely on the existing free-form message box and do not include this new field.

How To Set Up the Customizable Message Field

Setting up takes less than two minutes:

Open Chat Widget Settings

From the left-hand navigation menu, go to Sites and select Chat Widget at the top.

This opens the main dashboard where you can view, manage, and edit all existing chat widgets created for your account.

Open Chat Widget Settings (image 1 of 4) What this shows This opens the main dashboard where you can view, manage, and edit all existing chat widgets created for your account. What this shows Illustrates the "Open Chat Widget Settings" section of "Customizable Message Field in Chat Widgets". This screenshot appears in the "Open Chat Widget Settings" section of "Customizable Message Field in Chat Widgets". The text alongside this image reads: This opens the main dashboard where you can view, manage, and edit all existing chat widgets created for your account. Immediately after, the guide continues: Click the + New button in the top-right corner of the Chat Widget page. Image 1 of 4 What this coversThis opens the main dashboard where you can view, manage, and edit all existing chat widgets created for your account. Next stepClick the + New button in the top-right corner of the Chat Widget page.

Create a New Widget

Click the + New button in the top-right corner of the Chat Widget page.

This begins the setup process, allowing you to choose the widget type (WhatsApp, Email/SMS, All-in-One Chat, or Voice AI) and start customizing its design and behavior.

Create a New Widget (image 2 of 4) What this shows This begins the setup process, allowing you to choose the widget type (WhatsApp, Email/SMS, All-in-One Chat, or Voice AI) and start… What this shows Illustrates the "Create a New Widget" section of "Customizable Message Field in Chat Widgets". This screenshot appears in the "Create a New Widget" section of "Customizable Message Field in Chat Widgets". The text alongside this image reads: This begins the setup process, allowing you to choose the widget type (WhatsApp, Email/SMS, All-in-One Chat, or Voice AI) and start customizing its design and behavior. Immediately after, the guide continues: Choose the type of chat widget you want to create from the available options — All-In-One Chat, SMS/Email Chat, Live Chat, WhatsApp Chat, or Voice AI. Image 2 of 4 What to fill inThis begins the setup process, allowing you to choose the widget type (WhatsApp, Email/SMS, All-in-One Chat, or Voice AI) and start customizing its design and behavior.
Buttons and menus referenced + New
Next stepChoose the type of chat widget you want to create from the available options — All-In-One Chat, SMS/Email Chat, Live Chat, WhatsApp Chat, or Voice AI.

Select Chat Type

Choose the type of chat widget you want to create from the available options — All-In-One Chat, SMS/Email Chat, Live Chat, WhatsApp Chat, or Voice AI.

Each option supports different communication methods, so pick the one that best fits how you want to interact with your website visitors.

Select Chat Type (image 3 of 4) What this shows Each option supports different communication methods, so pick the one that best fits how you want to interact with your website visitors. What this shows Illustrates the "Select Chat Type" section of "Customizable Message Field in Chat Widgets". This screenshot appears in the "Select Chat Type" section of "Customizable Message Field in Chat Widgets". The text alongside this image reads: Each option supports different communication methods, so pick the one that best fits how you want to interact with your website visitors. Immediately after, the guide continues: After selecting the chat type, open the Chat Window tab to customize visitor-facing details. Image 3 of 4 What to chooseEach option supports different communication methods, so pick the one that best fits how you want to interact with your website visitors.
Buttons and menus referenced Voice AI
Next stepAfter selecting the chat type, open the Chat Window tab to customize visitor-facing details.

Configure Chat Window

After selecting the chat type, open the Chat Window tab to customize visitor-facing details.

Here, you can edit the Chat Window Title, add an Intro Message, and define a Prefilled Message Text—a default message visitors see when starting a chat, which they can edit before sending.

Configure Chat Window (image 4 of 4) What this shows Here, you can edit the Chat Window Title, add an Intro Message, and define a Prefilled Message Text —a default message visitors see when… What this shows Illustrates the "Configure Chat Window" section of "Customizable Message Field in Chat Widgets". This screenshot appears in the "Configure Chat Window" section of "Customizable Message Field in Chat Widgets". The text alongside this image reads: Here, you can edit the Chat Window Title, add an Intro Message, and define a Prefilled Message Text —a default message visitors see when starting a chat, which they can edit before sending. Immediately after, the guide continues: Q: Does this replace my existing message field? Image 4 of 4 What this coversHere, you can edit the Chat Window Title, add an Intro Message, and define a Prefilled Message Text —a default message visitors see when starting a chat, which they can edit before sending.
Buttons and menus referenced Chat WindowChat Window TitleIntro MessagePrefilled Message Text
Next stepQ: Does this replace my existing message field?

Frequently Asked Questions

Q: Does this replace my existing message field?

No. If your form already has one, the new field is optional—you choose which to keep.

Q: Can I use different default messages on different pages?

Yes. Create multiple widgets with unique pre-filled text and embed each on specific pages.

Q: Is the visitor’s edited message stored in the contact record?

The final message appears in the conversation transcript; personal details remain in the CRM contact.

Q: Does Live Chat support this feature?

Not yet. Live Chat continues to use its native free-text box without a pre-filled value.

Q: Can I remove the field later without breaking my embed code?

Absolutely, edit the widget in GHL Customer Care, remove the field, save, and the live widget updates automatically.

Q: How many characters can the default text contain?

Up to 255 characters, including spaces.

Q: Will workflows that trigger on “Customer Replied” still work?

Yes. The visitor’s first submitted message (pre-filled or edited) triggers any “Customer Replied” automation.

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