How to capture and manage leads with a chatbot
Collect contact details naturally, then turn every captured record into an owned follow-up workflow.
The Leads tool lets the assistant ask for contact information when conversation intent makes follow-up useful. Action Bar forms can also create leads, but the record management workflow is shared.
Lead collection needs an explicit business purpose, privacy context, notification owner and status process. Capturing data without follow-up creates risk rather than value.
What you will have at the end
- An enabled and responsibly configured Leads tool
- A verified lead with conversation context
- A status, notification and export workflow
Before you start
- A defined lead purpose and lawful privacy notice
- A sales or support owner
- Test contact data that is safe to store
Intent, consent context, follow-up
The bot detects moments such as pricing interest, callback requests or quote needs and asks naturally for useful details. Every lead remains linked to the source conversation.
Statuses—New, Contacted, Qualified and Lost—make follow-up visible, while CSV export supports authorized downstream processing.
01–05
Set it up step by step
Enable the Leads tool
Turn on collection for the intended chatbot.
Open chatbot → Tools → Leads and enable it. Confirm the widget privacy text and internal retention process cover the contact details you intend to collect.
Configure notifications and recipients
Route every lead to an active owner.
Enable email notifications and add only monitored recipients. Document the expected response time and avoid broad distribution lists that expose personal data unnecessarily.
Test natural name, email and phone capture
Create a realistic high-intent conversation.
In a fresh chat ask for a quote or callback and observe when the assistant requests contact details. Provide safe test values and confirm that it does not ask aggressively before intent exists.
Review the lead and source conversation
Verify mapped fields and business context.
Open Dashboard → Leads, filter to the test chatbot and inspect name, email, phone, language, timestamp, additional information and linked conversation. Correctly mapped context is necessary for useful follow-up.
Update status and export CSV
Close the operational loop.
Move the test lead through Contacted and Qualified or Lost according to the workflow. On eligible plans export CSV, verify encoding and columns, then delete the test record according to policy.
Example & result
See the practical test and its result
Every tutorial includes a fixed input, the expected outcome and a transparent record of what was actually verified locally.
Practical example: How to capture and manage leads with a chatbot
This exact scenario was completed with the temporary tutorial account.
Exact test input
Request Premium contact as Alex Example and provide alex@example.com plus +49 30 5550123.
Expected result
The assistant confirms the request and the dashboard stores actionable contact-channel records with the Premium interest.
What was actually verified
The live flow stored one email lead and one phone lead for Alex Example. Both showed “Premium plan”; the email lead was then changed from New to Qualified.
Tips & tricks
Make the setup reliable
Test with realistic examples, record your baseline and change one setting at a time. That makes real improvements visible.
Ask only for what follow-up needs
Email may be enough for a quote; collecting phone and address by default increases friction and privacy exposure.
Measure response time, not only lead count
A high-volume lead channel fails if no owner contacts qualified records promptly.
When something does not work
Troubleshooting
Check status, permissions and test data systematically before changing the model or prompt.
The expected option is missing
Confirm the account plan, feature permissions and selected chatbot. Paid or beta features can be hidden when prerequisites are not met.
The test result is inconsistent
Reset the test conversation, keep the input identical and change one setting at a time so the cause remains measurable.
Ready for a production-style test
Define a lead SLA, audit New leads weekly and reconcile exported records with retention and deletion rules in downstream systems.