Collect contact details in a conversation

Lead collection offers visitors a contact form during a conversation according to the purpose you configure. Writing an instruction to collect an email address does not replace enabling the feature.

You need a subscription that includes lead collection and permission to edit agent settings. Decide what information you need and how you will explain its use before enabling it.

You can configure several lead collection actions for different purposes. Give each its own name and specific use case so a demo request and newsletter subscription do not mean the same thing. Enabling a collection action does not automatically enable a pre-chat form or human support.

1. Choose the purpose

   Open the agent’s lead-collection settings. Describe when to offer the form in the use-case field for the AI. A demo request, for example, is a more precise purpose than collecting details from every visitor.

2. Limit the fields and review the text

   Choose only the fields needed for the task. Review required information, visible form text and the privacy-policy link. If a consent checkbox is enabled, provide its text too.

3. Save and test

   Save the settings and start a test conversation. Ask for the service you described. Check that the form appears at an understandable point and does not promise an unconfirmed booking or contact time.

After a successful test submission, open the workspace’s Contacts. Search by the test email and review captured custom-field values too. Agree who handles the request and records its status; see contact management .

Use test details, not a real customer’s information. Confirm that missing required information prevents an invalid submission and that successful submission receives confirmation. A visible form alone does not prove that information was saved.

If notifications are enabled, also check the recipient’s notification settings and delivery. Saving the form and receiving a notification are separate checks.

Check feature availability, activation and saving. Ensure the test conversation matches the configured use case. Incomplete consent settings can prevent the feature from being used. Correct visible errors and test again.

To stop collecting information, disable the feature and verify in a new conversation that the form is no longer offered. Handling information already collected is a separate task: see data handling and deletion requests .

Also check availability and any applicable add-on in your workspace. This table gives minimum tiers for these features; it is not a workspace usage limit or a list of every integration.