Configure lead capture
Create the visitor form that collects contact details after a chosen number of chat messages.
Each agent has one lead form. It looks the same every time and appears at the moment you choose, so visitors always know what they are being asked for.
Open lead capture
Open Leads for your agent. The Lead form panel at the top of the page shows whether the form is On, Off, or Not set up, when it appears, and what it asks for. Select Set up form, or Edit form if you already have one.
You can also open it from the sidebar under Integrations → Lead capture.
If you do not have a form yet, select Turn on lead capture. A ready-to-use form that asks for a name and email is created and switched on straight away, and you can change everything about it afterwards.
Write the form text
Under Form text, set the Title, Button text, Description, and Success message. Explain why you are asking for contact details. The Preview beside the form shows what visitors will see as you type.
Choose when it appears
Under Behavior, pick When the chat opens or After a few messages. For the second option, set how many visitor messages come first. The default is three. Test the count in a new conversation after changing it.
Use Require submission to decide whether the form must be completed. When it is on, visitors cannot close the form or send more messages until they submit their details. When it is off, visitors can close the form at any time and keep chatting.
Choose the fields
Under Fields, each field has one row with its label, its type (text, email, or phone), and a Required switch. Select Add field to add more, up to eight in total. Select the settings button at the end of a row to see the field key and to add helper text or validation rules.
The standard contact fields, Name, Email, and Phone, always feed the matching columns in your Leads table, search, and export. You can rename their labels (for example, show "Work email" to visitors), but their field key stays fixed so submissions keep landing in the right place. Any extra fields you add are saved as custom details.
Save and test
Select Save changes. Nothing reaches visitors until you save, and Discard throws away changes you have not saved yet. Then complete the form as a visitor and select View leads to confirm the submission arrived.
To pause the form without losing your setup, turn off Show the form in chat and save. Remove form deletes the form and its settings. Leads you already collected stay in Leads, and if you turn lead capture on again later you start from the ready-to-use form.
Use privacy-aware copy and collect only what your team needs. Team members need actions.manage to change the form and leads.view to see submissions.
Lead capture and guided flows
While a visitor is in the middle of a guided flow, the lead capture form is held back, even if the message count would normally trigger it. The guided flow is leading the conversation and collects whatever details it needs through its own steps, so the form does not interrupt. Once the guided flow finishes or the visitor exits it, lead capture can appear again on a later message as usual. Asking for a human is not affected and is still available during a guided flow.
Troubleshooting
I can't find lead capture. Open Leads and use the Lead form panel at the top of the page, or open Integrations → Lead capture in the sidebar.
The Lead form panel does not appear on Leads. Your role does not include access to the lead form. Ask the agent's owner or an admin to give you permission to view or manage it.
The form fields are greyed out and there is no Save changes button. You can view the form but not change it. Ask the agent's owner or an admin for permission to manage it.
"Too many submissions" message. To prevent spam, a visitor can only send a limited number of lead submissions in a short time from the same connection. If a visitor sees a message asking them to wait, they can try again after a minute. Normal use never hits this limit; it only affects rapid repeated submissions.
A submission did not appear under Leads. Check that the agent is turned on and that the Lead form panel on Leads says On. If you changed the form, make sure you selected Save changes. If the visitor closed the widget before the form finished sending, the details may not have been saved. Ask them to reopen the chat and submit again.
A visitor submitted the form more than once. Each submission is saved as its own lead, so you may see duplicates for the same person. Match on email or phone when reviewing, and remove extras during export or follow-up.
Blank or partial details. Only fields the visitor filled in are stored, and empty fields are left out. Mark the fields you truly need as required so visitors cannot skip them.
Visitors cannot chat past the lead capture form. If Require submission is on, visitors cannot close the form or send further messages until they submit their details. If you want visitors to be able to skip the form and keep chatting, turn off Require submission and select Save changes.