When a customer starts a conversation via your Live Chat, they appear in Superchat without any contact details attached. Knowing who they are means your team can track what each customer has asked about, follow up on previous interactions, and reach out on other channels — for example, sending a WhatsApp reminder or an email after the chat has ended.
This article shows you how to set up an automation that collects contact details upfront and saves them directly to the contact record, so every future interaction is connected.
Before you begin
Make sure you have the following in place before starting:
A Web Widget installed on your website — if not, see Get started: Web Widget
A Live Chat channel set up in Superchat — if not, see Add Live Chat
Build the automation
In a new automation in Superchat, add a New incoming Conversation trigger and select your Live Chat channel.
Add a Send message action. Write a welcome message that asks for the contact's first name — for example: "Hi there! Before we get started, could you please tell us your first name?"
Add a Wait for reply action. This pauses the automation until the contact replies. You do not need to enable retries, as any text response will be accepted
Add an Update contact action. Set the attribute to First name, choose Set manually, then click the variable icon in the input field and select the response from the Wait for response step as the value. This saves whatever the contact typed directly to their contact record.
You can repeat the Send message → Wait for reply → Update contact sequence for any other details you want to collect — for example, last name, email address, and phone number
As a final step, add one more Send message action to let the contact know they can now proceed with their request.
Then you can simply publish the automation! After publishing, it is best to test the automation by sending a message to your Live Chat and confirming each step runs as expected.
