Last Updated on April 4, 2025 by Holland Rocha
Chatbots have become an essential tool for businesses looking to provide fast, efficient customer support. They can handle common questions, guide customers through troubleshooting steps, and even assist with orders—all without requiring a human agent. But sometimes, requiring customer details upfront creates unnecessary friction.
That’s why we’ve introduced a new “escalated” chat mode in Re:amaze. This update marks a major shift, giving businesses more flexibility to adopt a bot-first or even bot-only approach to customer interactions. Now, customers can engage with chatbots anonymously and only provide their information if the conversation escalates to a human agent.
A Smoother Chat Experience
With this new contact mode, customers can start a conversation with your chatbot without entering their name or email. If the chatbot successfully resolves their issue, they never need to provide personal information. However, if the conversation escalates to a human agent, the customer will be required to enter their details at that point.
This bot-first approach removes barriers to engagement while ensuring agents still get the necessary information when a handoff occurs. For businesses looking to prioritize automation, this update unlocks new possibilities for chatbot-driven customer support.
Getting Set Up
Setting up the anonymous chat mode in Re:amaze is simple and can be done directly in the widget builder:
- Navigate to the Chat Widget Builder in Re:amaze.
- The Contact Mode section will be on the third step of the builder.
- Select the option: “Only require name and email when the customer escalates the conversation to a human.”
- Save your changes and update your widget.
That’s it! Your chatbot will now handle conversations without requiring customer details upfront, improving engagement and reducing friction. If you haven’t yet set up your Chat Widget, check out this article for step-by-step instructions.
Why This Matters
Some customers hesitate to provide personal details right away, especially if they’re just looking for quick answers. By enabling a more anonymous chat, you create a more welcoming experience, increasing the likelihood that customers will interact with your chatbot. This also helps keep your agents focused on conversations that truly need human attention.