Chat Widget Email Capture Bug

Last updated on May 26, 2024

This bug occurs when using the GHL chat widget and the guest user (the person chatting) enters their email address.

By default, GHL auto detects email and phone numbers in user chat messages and updates the contact record if email or phone is empty.

If the last name is blank in the contact record, GHL correctly updates the email field but incorrectly updates the name fields.

The value of first name is moved to last name and first name field is cleared.

This only occurs when last name field is empty.

Guest user initiates a live chat
1. GHL sets the name field to a random "Guest" name
Workflow or team member edits the contact record and clears the last name field
Guest user enters their email address in the chat
GHL updates the email address in the contact record but also moves the value of first name to last name and clears the first name field

If using workflows to respond to chat messages, make sure the last name field is always set to some value – don't leave it empty.

e.g. Set the last name to "Guest" or some arbitrary value if you don't know the actual last name of the guest user.

As long as last name is set in the contact record, GHL will not move the first name value to last name when an email is detected in chat.