# Collect contact details in a conversation

URL: https://aihio.ai/en/help/ai-agent/lead-collection\
Description: Define when to collect contact details and safely verify form submission.

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.

## Choose the right collection method

| Need                                                                      | Method                         | What controls when it appears?              |
| ------------------------------------------------------------------------- | ------------------------------ | ------------------------------------------- |
| Demo or contact request during a conversation                             | Lead collection action         | The AI evaluates the use case you describe. |
| Contact details when the conversation opens or after a number of messages | Pre-chat form in lead settings | Form timing and configuration.              |
| Message while support is away                                             | Human support's message form   | Human support availability.                 |

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.

## Configure collection

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.

## Check submission too

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](/en/help/account/contacts).

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.

> **Warning — Collect only necessary information:**
>
> Do not request passwords, payment-card details or sensitive information in an
> open conversation. A form setting does not by itself establish lawful
> processing; confirm your organisation's approved use.

## If the form does not appear

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](/en/help/account/settings#data-handling-and-deletion-requests).

## Feature availability

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.

| Feature       | Minimum tier |
| ------------- | ------------ |
| Pre-chat form | Starter      |
| Collect leads | Starter      |
## Next steps

- [Test your agent before launch](/en/help/ai-agent/testing) — Check answer quality, boundaries and the chat widget before making your agent available to customers.