Leads

Turn conversations into contacts. Your agent can ask interested visitors for their details and save them as leads.

Turn it on

  1. Open your agent and go to Settings, then Configure Leads.
  2. Switch on Lead capture. It is off by default.
  3. Tick the Fields to collect: Name, Email address and Phone number. All three are ticked by default. Pick at least one.
  4. Click Save settings.

How the agent asks

  • It starts asking once the visitor shows interest or asks to be contacted. It does not ask on the very first message unless they ask for contact.
  • It asks for one detail per message, in the order name, email, phone.
  • It respects a refusal and does not push.

When Lead capture is off, the agent does not ask for personal details.

What you get

  • A lead saved on your Leads page, once the visitor shares an email or phone number that matches a ticked field. A name on its own is not saved. The same email or phone in the same conversation is only saved once.
  • An email titled "New lead" with the details and a link to the conversation. It goes to your Human Handoff notification email if you set one, otherwise to your account email.

The Leads page

Open your agent, go to Activity, then Leads.

  • Filter by date with From and To (the last 30 days by default).
  • Columns: Name, Email, Phone, Source ("Chat" or "Handoff form"), and Submitted. New leads are tagged New for 24 hours.
  • Click the arrow on a lead to read the conversation it came from.
  • Export CSV downloads your leads for the dates you chose, up to 10,000 rows, with Name, Email, Phone, Source, Submitted At and Session ID.

Tip: Combine lead capture with a helpful welcome message and starter questions about pricing or bookings. Visitors share their details more readily when they are already getting answers.