Lead Management

Lead Management allows your chatbot to automatically detect potential customers and capture their contact information. The AI recognizes buying signals and guides visitors through a smooth lead capture process.

Enabling Lead Management

Requirements

Lead Management is available on:

• Professional plan and above
• All Agency plans

How It Works

1. AI Detection: The chatbot analyzes conversations for buying intent signals
2. Confirmation: When signals are detected, the bot asks if the visitor wants to be contacted
3. Contact Form: Upon confirmation, a short contact form appears directly in the chat
4. Notification: Team members receive instant push and email notifications

The Lead Capture Form

Instead of asking for details one question at a time, the chatbot shows a contact form right inside the chat window. The form is built from your configured lead fields — including placeholders and dropdown options. After the visitor submits the form, your confirmation message is shown in the chat.

Configuring AI Lead Detection

Enable/Disable Detection

You can control automatic AI detection for each chatbot individually:

1. Go to Dashboard → Leads → Settings
2. Select the AI Recognition tab
3. Enable or disable Automatic Lead Detection

Set Sensitivity

Detection sensitivity determines how clear buying intent must be:

Lead Detection Signals

The AI looks for genuine buying intent — not general curiosity. Examples of signals that trigger lead capture:

To keep lead quality high, the AI is deliberately conservative. The following are not treated as leads:

• General questions like "How does X work?" or "What features do you have?"
• Pricing questions without any business context
• Greetings, small talk, and first-time visitors exploring your product
• Requests to talk to a human — these are handled as Live Chat handoffs instead

Configuring Lead Fields

Default Fields

By default, the following fields are configured:

• Name (required)
• Email (required)
• Phone (optional)
• Company (optional)

Customizing Fields

1. Go to Dashboard → Leads → Settings
2. Click on Lead Fields
3. Add, edit, or remove fields as needed

Text-based fields support a custom placeholder text that is shown inside the form input. Select (dropdown) fields come with an options editor — add at least one option for the dropdown to work.

Field Types

Translating Lead Fields

If your chatbot supports multiple languages, you can translate the lead form:

1. Go to Leads → Settings → Translations
2. Under UI Translations, translate the confirmation message
3. Under Field Translations, translate the labels of your lead fields

The default fields and the default confirmation message are automatically localized to your chatbot's primary language.

Lead Categories

Organize leads with categories for better assignment and tracking.

Creating Categories

1. Go to Leads → Settings → Categories
2. In the Create Category card, enter a name and pick a color
3. Click Create
4. Assign team members to the category

Category Assignment

• Leads can be manually assigned to categories
• Team members assigned to a category receive notifications for those leads
• Categories help with routing leads to the right team

User Assignments

Assign team members to receive notifications for specific categories:

1. Go to Leads → Settings → Categories
2. On a category card, find the Notifications section
3. Click a team member to add them — members marked with a checkmark will be notified about new leads in this category
4. Click an assigned member again to remove them

Assigned team members receive both push and email notifications for new leads in that category.

Managing Leads

Lead List

View all captured leads at Dashboard → Leads:

• Overview cards at the top show how many leads are in each status
• Filter by status
• Filter by assignment: All Leads, Assigned to me, or Unassigned

Leads are listed with the newest first.

Lead Statuses

Lead Details

Click on a lead to view:

• All captured information
• The source conversation (if available)
• Internal notes
• Status, category, and assignment controls in the sidebar

Assigning Leads

Each lead can be assigned to a specific team member:

1. Open the lead detail view
2. Use the Assign to selector in the sidebar
3. Pick a team member, or select Unassigned to clear the assignment
4. Click Save at the top of the page to apply your changes

Use the Assigned to me filter in the lead list to quickly find your own leads.

Adding Notes

Add internal notes to leads:

1. Open the lead detail view
2. Use the Notes section
3. Add context about conversations or follow-ups

Deleting Leads

To delete a lead, open the lead detail view and click the trash icon at the top. You will be asked to confirm.

Notifications

Push Notifications

Team members receive dashboard notifications:

• Appear in the notification bell
• Link to the leads overview

Email Notifications

Instant email alerts include:

• Lead details (name, email, etc.)
• Category information
• A direct link to the lead in the dashboard

Who Gets Notified

1. Category assignments determine who gets notified
2. Company owners receive all notifications if no assignments exist

Best Practices

1. Keep forms short: Only ask for essential information
2. Use required fields wisely: Too many required fields reduce conversion
3. Respond quickly: Leads have higher conversion when contacted promptly
4. Use categories: Organize leads for efficient routing
5. Add notes: Document all interactions for context
6. Update status: Keep lead status current for accurate pipeline tracking

Confirmation Message

Customize the message shown after lead capture:

1. Go to Leads → Settings → Lead Fields
2. Edit the Confirmation Message
3. Default: "Thank you! A team member will contact you shortly."

API Access

You can also work with leads programmatically via the REST API — list leads, retrieve individual leads, and export all leads as JSON or CSV. API access is available on paid plans — see our Pricing page.

Next Steps

• Forms & Contact Forms →
• Team Management →
• Live Chat →