Your agent collects a visitor's details in conversation, as early as you choose — with a short card for anyone who would rather just leave them.
Sales lead capture is how a conversation turns into someone your team can follow up with. It is on by default: a new agent asks for a name, an email, and what the visitor is looking for; an agent set up before September 2026 keeps the fields it had (name and email unless you changed them).
Open Capabilities, then Sales lead capture.
How it works
Your agent always answers first, then asks for details in conversation — one at a time, with a reason ("so the team can send you a tailored quote"). When the visitor shares an email or phone number, the agent confirms it back in a line, says what happens next, and stops asking.
How hard to ask
How hard to ask at the top of the panel decides when your agent asks for a way to reach the visitor:
| Level | What your agent does |
|---|---|
| Gentle | Answers questions and asks for contact details only once a visitor shows buying interest — pricing, availability, how to get started. |
| Balanced | Asks once within its first two or three replies, even if the visitor has not shown buying interest yet, and once more if they say goodbye without leaving any. |
| Assertive | Asks in its first useful reply, may ask once more later, and asks again as the visitor says goodbye. |
Agents set up as Sales or Lead qual in Behavior start on Balanced; every other agent starts on Gentle. Pick a level and it stays, whatever the agent type.
At every level the agent answers the question first, asks in a sentence rather than a form, stops as soon as it has an email or phone number, and does not keep asking someone who said no. It never asks while a teammate is in the conversation, or when the visitor is booking a meeting — the booking collects their details.
If your agent chats happily but your Leads board stays empty, this is the setting to change. Insights shows your lead rate: the share of conversations that ended with a way to reach the visitor.
Everything the visitor said becomes a lead automatically: their contact details, and the answers to the questions you switched on. Nothing needs to be typed into a form for it to count.
Two moments still use a card:
- "Can someone contact me?" — when a visitor asks to be contacted and has not given a way to reach them yet, a short card collects everything in one go. It shows only the fields you switched on, and only an email or phone number is required.
- On a voice call — when a visitor says their email or number out loud, a pre-filled card appears on screen so they can fix a mis-heard address before it goes to the team. The card never appears empty on a call; the agent simply asks.
Once a lead is captured, the agent does not ask for contact details again in that conversation. If the visitor corrects an email or phone number later — "sorry, it's actually jo2@…", typed or spoken — the lead is updated to the corrected value. The alert your team already received keeps what was captured at the time; the Leads board is the record.
Choosing what to ask for
Contact — Name, Email, Phone. At least one of email or phone stays on; a lead the team cannot reach is not a lead.
What to find out — What they're looking for, Company, Budget, Timeline. The agent works these into the conversation one at a time, when it fits, and never presses. Visitors can skip any of them.
Ask for the fewest things you actually need. Every extra question costs you completions, and the agent can always ask a follow-up in conversation later.
There is no required/optional setting per field. Beyond How hard to ask, timing is automatic.
Where leads go
Captured leads land on the Leads board, with what the visitor is looking for, their budget and timeline shown as their own fields. They also:
- fire the
lead.createdwebhook, which carries those answers underdetails - post to any Slack channel you have routed
- email teammates who have lead alerts switched on
A meeting booked through Meetings also creates a lead, quietly — you get the meeting notification rather than two separate alerts for the same person.