Lead capture. Contact details, asked for naturally.
The agent collects up to three contact details during the conversation, one at a time and only after it has helped. Every lead gets a Hot, Warm or Cold rating and lands on the Leads page.
Turn it on
- 1Open Train → Optimize → Handover and leads.
- 2Switch on Collect contact details.
- 3Under Details to collect, choose up to 3 of Name, Email, Phone and Company. Keep at least one of Email or Phone.
Agents created with the goal "Get more leads" start with this on, collecting name and email. With it off, nothing a visitor types is saved as a lead, except while the conversation is being handed to your team (so your team can reply).
How the agent asks
- Never in the first reply: the agent helps first, then asks for one missing detail at a time, in the order name, email, phone, company.
- Each detail is asked for at most 3 times. If the visitor declines ("I'd rather not"), the agent says that's fine and stops asking for it, but still saves it if the visitor shares it later.
- An email address or phone number that is not complete is asked for again, never thanked for.
- Asks are translated for Dutch, German, French, Spanish and Italian visitors.
- Only the visitor's own details are saved: a value must appear in their message and look valid. Someone else's email address, order numbers and card numbers are ignored.
- A returning website visitor with the same email updates their existing lead instead of creating a new one.
Leads are also created when a visitor books a meeting, and when a visitor your website has verified (see Verified visitors) starts a chat.
The Leads page
Analyze → Leads lists everyone who left a name, email or phone number, with totals for Total, New this week, Hot and Contact rate. Search by name, email, phone or company; filter by date, quality and channel. Open a lead to see its contact details, the agent and channel it came from, the visitor's intent and sentiment, and Open full chat.
| Rating | Score | Built from |
|---|---|---|
| Hot | 70 to 100 | Contact details (up to 30 points), how much they engaged (up to 30) and buying intent (up to 40, highest for purchase and demo requests). |
| Warm | 40 to 69 | |
| Cold | Below 40 |
Export CSV downloads the leads in the selected date range with name, email, phone, date, agent, score, quality, source and company.
Get an email for each new lead
The account owner gets an email the first time a website visitor leaves an email address or phone number, with a View leads button. It is on by default; switch it off in Settings → Notifications → New leads.