How to Set Up Lead Capture in Your AI Chatbot

Before you start

Use a workspace admin account with access to Customization and Leads. Prepare your assistant’s knowledge and install the widget using the setup guide if you have not done that yet.

Choose a monitored team inbox for enquiries. If you want to offer booking, have the complete URL of your booking page ready. Decide who will follow up and avoid promising a response time your team cannot meet.

1. Enable contact collection

1. Open Customization in the dashboard.
2. Find the Lead Capture section.
3. Check Collect contact details in the chat. The interface enables this by default; confirm the setting in your workspace.
4. If you also want an invitation after a helpful conversation, check Offer to connect visitors with your team after a good conversation.

The optional connection offer is described in the dashboard as appearing after the assistant has answered two questions well and the visitor has not shown frustration. Treat this as a condition to test, rather than expecting an offer after every second message.

Contact collection also supports situations where the assistant cannot help or nobody is available to take over. Visitors still need to choose to share their details; enabling the setting does not turn every chat into a lead.

2. Set the lead-alert destination

In Send lead alerts to, enter the email address your team monitors. The dashboard describes alerts as containing the visitor’s details and a summary of their request.

If you leave this field blank, the interface uses the account email you signed up with and shows the fallback destination when available. Check that this is the inbox you intend to use before saving.

3. Add a booking link if you need one

Enter your full booking-page URL in Booking link (optional). This field is available when contact collection and the team connection offer are both enabled.

The link is offered after details are captured. It gives the visitor a destination to complete booking; displaying it is not confirmation that an appointment has been made. Open the URL yourself to check the correct service, team, and availability.

Select Save Changes at the bottom of Customization. Confirm the saved state appears before leaving the page.

4. Test the installed chat widget

1. Refresh a website page where your widget is installed and start a fresh conversation.
2. Ask a couple of questions covered by your approved sources. If you enabled the connection offer, check whether the assistant offers a follow-up when its conditions are met.
3. In a separate conversation, ask something outside the knowledge base to check the fallback route.
4. When invited to share details, use an email address you control and a clearly marked test name. Complete the contact request.
5. Open Leads and look for the test entry. Check the available details, request note, reason, and page link.
6. Check the configured inbox, including spam, for the alert. If you added a booking link, verify its destination in the widget.

Test the route your customers will actually use. A useful answer in Test Your Agent does not by itself verify contact collection, email delivery, or the installed website widget.

5. Track follow-up in Leads

The Leads dashboard lets you filter by status and mark entries New, Contacted, or Closed. Use Contacted after your team has made contact and Closed when no further follow-up is needed under your own process.

Entries can show reasons such as Shared in chat, Assistant could not answer, or No agent available. Review the reason and note before responding. A support request may need help rather than a sales pitch.

Changing a lead’s status records your progress in the dashboard; it does not send a reply to the visitor. Your team needs to contact them through the available details.

If a lead or notification is missing

• No invitation: confirm contact collection is enabled and saved. For the optional connection offer, confirm its checkbox is enabled and test a helpful conversation.
• No dashboard entry: confirm the visitor completed contact collection, clear the status filter, and check that the website uses this workspace’s embed snippet.
• Entry present but no email: check the saved alert address or fallback destination, then spam and inbox filters.
• Booking field unavailable: enable both contact collection and the team connection offer.
• Wrong answers before capture: follow the answer improvement guide and retest.

If the issue persists, contact support with the test time, affected page, and which step failed. Use a test example without private customer details.