Collect Leads

Have your agent ask for contact details during a conversation and save them as leads, with your own custom fields.

Collect Leads shows visitors a short form in the chat to collect their contact details. Each submission is saved as a lead.

To add it, go to Build > Actions, select Create action, and choose Collect Leads.

When to ask

Under Collection behavior, choose how the agent asks for contact details: with the lead form, or with Smart lead collection.

Lead form

With Smart lead collection off, the agent pauses the conversation and shows the form before it answers. Under When to use, choose when that happens:

Default: the form appears on the visitor’s first message. Select Use default, or leave the field blank.
Your own condition, such as “When the visitor asks for a quote”. Each message is checked against it, and the form appears on the first one that matches.

While the form is open, the chat box is paused. The visitor can:

Submit the form. The lead is saved, and the agent answers the question the visitor asked.
Dismiss the form. The agent shows the dismiss message, and the conversation continues without a lead. The form shows again if a later message matches When to use, unless Run again is set to Once. With the default When to use, it doesn’t show again.
Select Talk to a person, if live chat shows that button. The form closes and the visitor waits for a teammate.

Smart lead collection

With Smart lead collection on, the agent keeps helping and only asks for contact details once the visitor shows real interest. Under When to collect:

Leave it blank to use the default. It counts interest such as pricing, plans, a demo, buying, company size, budget, timeline, or a request to follow up. Thanks, small talk, and support questions don’t count.
Or describe your own condition. Select Use default to go back to the default.

When a message matches, the agent asks in the chat for the required fields it doesn’t have yet, and saves the lead once it has them. Later messages that add details, such as a budget or a timeline, update the same lead.

Form fields

The form has three standard fields:

Field	Default placeholder
Name	Enter your full name
Email	Enter your email address
Phone Number	Enter your phone number (optional)

For each field you can change the Label and Placeholder, and choose whether it’s Required.

Custom fields

Add up to 20 fields of your own, saved with each lead. Select Add field and fill in:

Label: what the visitor sees, such as “Preferred contact time”.
Key: the internal name, in lowercase letters, numbers, and underscores, such as preferred_contact_time.
Description: what the field captures, to help the agent.
Placeholder: example input, such as “Friday at 6 PM CST”.
Required: whether the visitor must fill it in.

Messages

Success message: shown after the visitor submits the form. Default: “Thanks, I’ve got your details.”
Dismiss message: shown if the visitor closes the form. Default: “No problem. If you’d like us to follow up, we’ll need your name and email.”

After the form, the agent goes back to the visitor’s question.

Identified visitors

When a visitor is identified, the agent already knows the name, email, or phone your website shared. It doesn’t ask for those again.

If those details cover every required field, the lead is saved without showing the form, and the agent answers the visitor’s question.
Otherwise the form opens with the known details already filled in, so the visitor only adds what’s missing.
With Smart lead collection, the agent only asks for required fields it doesn’t have yet. If it already has all of them, it shows the visitor the details it has and asks whether they’re correct. It saves the lead when the visitor confirms, uses any correction they give, and saves nothing if they decline.

With Escalate to Human

When the agent can also hand conversations to your team with Escalate to Human:

Asking for help doesn’t create a lead. With Smart lead collection, support questions don’t count as interest. Opening a ticket, or verifying an email for one, doesn’t save a lead either.
One message can do both. “What does the Pro plan cost? I’d like to talk to sales.” can save a lead and hand the conversation to your team.
The lead form comes first when it’s set to appear on the first message. A visitor who wants a person can select Talk to a person, if shown, which closes the form, or dismiss the form and ask in the chat.
Email from the form: if the visitor later needs to verify an email for a ticket, the email they gave in the form is filled in for them.

Channels

Collect Leads can run on the Web widget and Public Chat. On WhatsApp it only works with Smart lead collection, because WhatsApp can’t show the lead form. It doesn’t run in API conversations. See Where actions run.