Choose when visitors are asked
Open Settings, then Chat and files, and look for "Ask visitors for their name and email". There are two choices, and neither of them means never.
Only when nobody is online is the recommended setting and the one new workspaces start with. While a member of your team is online, visitors type their question and send it straight away. When nobody is online, the chat asks for a name and email first, so you have somewhere to send your reply.
Always, before every chat asks every visitor for a name and email before they can send anything, whether or not your team is online.
Understand the trade
Asking every visitor means you always know who you are talking to, and their earlier conversations are joined up even when they come back on a different computer. It also costs you chats. Some visitors will leave rather than fill in a form, and a question you never receive is worse than one from someone you cannot name.
Asking only when nobody is online keeps that cost small, because a visitor who arrives out of hours already expects to leave their details and wait for a reply.
If you are not sure, start with the recommended setting. You can switch to always at any time, watch what happens to the number of chats you receive over a week or two, and switch back.
Run a private test
Change the setting, save it, then open your own website and start a chat as a visitor would. Check that you are asked for details exactly when you expect to be. Delete the test conversation afterwards if you do not need it.