When a user starts a new chat with a form that has a non-mandatory phone number field, if you enter an invalid phone number and then click outside anywhere, the user cannot proceed with the form.
But if now the user deletes this invalid phone number from the phone field, the invalid error message doesn’t go away and the user still cannot start the chat (the start chat button is unclickable till this error goes away).
The only way for the user to remove this error and still not provide a phone number, is to first add a phone number that the form recognizes as legit (add any 10 digit number), let the error go away, and then erase the whole number in one go.
We had a user yesterday who couldn’t start chat support yesterday because they entered a random number in the phone number field, that didn’t pass the validation, and then just felt stuck because even after removing the phone number, they couldn’t proceed.
