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Fastpath - carrying over user input

For a chat request, user puts in user information and question. If the chat request is not answered or if the user clicks “leave a message”, all the data user put in is lost and he is presented with a blank form again. Users get very annoyed with this :(. This discourages users from spending time providing a good message leading to poor routing or extra time to get the real question. How can this be configured to work properly.