Configure lead capture
Create the visitor form that collects contact details after a chosen number of chat messages.
Each agent can use one lead capture form. It is deterministic UI, not a free-form model request.
Open Lead Capture
Go to Integrations → Lead Capture and turn the form on.
Write the form copy
Set the title, description, button text, and success message. Explain why you are asking for contact details.
Choose the trigger
Set Show after messages. The default is three visitor messages. Test the count in a new conversation after changing it.
Configure fields
Add between one and eight text, email, or phone fields. Set clear labels, optional guidance, validation, and the required state.
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 underlying 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
Complete the form as a visitor and confirm the submission appears under Leads.
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
"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 the lead form is enabled. 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.