Configure callback, scheduling, and inquiry options
Offer callback, public scheduling, and inquiry paths with ready assets and controlled AI offer behaviour.
Some visitors know exactly how they want to continue: they would like a callback, a meeting time, or a way to send a written request. Contact Options keep those paths available as clear actions in the widget without requiring you to build the same journey from individual flow blocks.
Each option has its own visitor-facing copy, readiness requirement, and AI offer behavior. You can enable them separately and control where they appear in the ordered list alongside Suggested Questions.
In this article, you'll learn:
- How to configure a Contact Option
- Which form or meeting asset each option requires
- How to control the visitor display order
- How to test the option and team-side result
Configure an option#
Open Contact Options and work on one visitor path at a time. Begin with the destination—form or meeting type—then write the label and description that explain it clearly.
- Open Automations > Contact Options.
- Choose callback, schedule call, or inquiry.
- Set the Button label, Description, and Completion message.
- Select the required form or meeting type.
- Choose an AI offer mode.
- Enable the option when its readiness badge shows Ready.
- Select Save changes.
The AI offer mode controls whether and when the assistant may suggest the option during conversation. Choose one of five modes:
- Off never offers the action automatically.
- Explicit intent offers it after a direct request to contact the team.
- Balanced offers it when the visitor shows clear next-step intent.
- Proactive can offer it earlier when relevant interest is likely.
- Use chat flows turns built-in AI offers off while keeping the button available; Chat Flows run as separate journeys.
Start with Off or Explicit intent when you want to observe how visitors use the button before allowing broader offers.
Meet readiness requirements#
An option can be enabled only when its selected asset is ready for the job:
Callback needs an active lead form with a required Phone field.
Schedule a call needs an active, public one-to-one meeting type with public booking enabled, one host, a public booking page, and host-default or custom availability.
Inquiry needs an active lead form with a required Email field. Under Ticket automation, you can also enable Create a ticket after submission and optionally select a Conversation category.
The readiness badge updates as you choose the asset. If it does not show Ready, follow the detail shown beside the option before saving an enabled state.
Control display order#
Enabled and ready Contact Options appear with Suggested Questions in the widget's ordered choices. Open Automations > Suggested Questions to move them into the order that makes sense for visitors.
The Contact Option remains a locked item on that page: edit its label, asset, offer mode, or enabled state back on Contact Options.
Test the result#
Open the installed widget and test the complete path for each enabled option. Check the button, AI offer mode, form or booking page, validation, and completion message.
Then review the resulting lead, booking, ticket, or category in Zeltino. Avoid wording that promises a response time your team cannot guarantee.
See Configure Suggested Questions and Understand automation dependencies.