Lead Capture
Ask visitors to submit a lead form, then save that submission to Contacts
Lead Capture#
Lead capture asks for the details you choose, then saves a lead when that form is submitted. A normal chat is not a lead. Opening the widget, the Help Page, or a messaging chat does not create one.
Collect Lead is the on/off switch. The form settings choose the fields and when to ask. Turning Collect Lead off hides the form and keeps those settings for later.
Website and help page show a form; other channels ask conversationally when a customer asks to be contacted.
Where to edit it#
- Open Agent Studio > Tools > Collect Lead.
- Or open Deploy > Chat widget or Chat bar > Content, then Configure on the Lead capture card.
The card only shows the current status and opens the tool. It does not turn Collect Lead on. On the tool, the status banner is the switch: enable it when the form should be available, then save. You need at least one field turned on.
The same saved form is used for website chat and the Help Page.
When the form appears#
| Setting | What it changes |
|---|---|
| On start | Shows the form when a conversation starts on the website widget or Help Page. Other channels do not ask at the start |
| When to use | The AI asks when a customer wants to be contacted and the message matches the tool description you write. The website form does not pop up on its own |
| Tool description | Shown for When to use. This is the rule the AI follows, such as asking after a quote or follow-up request |
| Show with delay | For On start only. Waits until the visitor has sent the number of messages you set, from 1 to 50, and the reply has finished. New forms start with it on at 1, so the form appears after the first answer. Turn it off to show the form as soon as the chat opens |
| Block typing until the form is submitted | For On start on the website widget. Chat stays blocked until the form is sent. You can add a short explanation. Other channels ask for the same fields in the chat when a customer asks to be contacted |
| Form title | Heading on the form. The switch shows or hides it |
| Form fields | The built-in fields below, in the order you set, each with your label and an on/off switch |
| Add custom field | Up to 10 extra fields |
| Log lead submissions to Sheets | Optional. Contacts are still saved first. The same submitted fields are also appended to the worksheet you choose |
| After lead form is submitted | Optional alert to the people you choose, after the lead is saved |
Name, Email, and Phone start on. Company, Job Title, Location, Website, and Referral Source start off. You can rename, reorder, or turn off any of them. There is no separate required switch on each field. Block typing is the only “must submit first” control, and it applies to on-start website chat.
Custom fields can be text, long text, email, phone, URL, date, dropdown, radio, or checkbox. Dropdown and radio need their options, separated by commas.
On Messenger, Instagram, WhatsApp, Viber, Telegram, and email, the agent asks for the same enabled fields in the chat when a customer asks to be contacted. It does not ask at the start of a conversation. The lead is saved once those details are complete, not from the chat itself.
What gets saved#
Submitted leads are people in CRM > Customers. Contacts are the record that stays, even if a Sheet or webhook copy fails. The Collect Lead page also lists recent captures.
Google Sheets is a copy of form submissions. Connect Sheets, pick a workbook and worksheet, and turn logging on. Contacts remain the source if logging is off.
To send submissions to your own system, subscribe to leads.submit under Settings >
Webhooks. That event fires when the lead form is submitted. See
Webhook events. Webhooks are not available on every plan.
Next steps#
- Web Widget — where the website form is shown
- Help Page — the hosted page that uses the same form
- CRM — the people created from submitted leads