Guide
Leads: what your agent collects and where to find it
What a lead is, how the agent and the chat form create one, which details are saved and how to follow up, edit or delete it on the Leads screen.
- Reviewed on
- 5 min read
In this article
A lead is a person who has left their contact details in a conversation with one of your agents. It is saved automatically under Leads, with a link to the conversation, so that your team can follow it up.
How a lead is created
There are two routes, and both depend on the agent having Capture contact details switched on, under Agents › your agent › Behaviour › Lead capture.
- The agent asks for them. When the customer shows interest in buying, asks for a quote or wants you to get in touch, the agent asks for their details inside the conversation, naturally and in the order you have set. It does so on any channel it serves. It saves the lead as soon as it has every required detail.
- The visitor fills in the form in the website chat. The chat’s menu offers “Leave your details”, in the chat’s language. The form shows the details you have set and a consent box the visitor has to tick: “I agree to my details being used to contact me.” After sending it they see “Thank you. We will be in touch soon.” The option disappears from the menu once they have sent their details or the agent has saved them.
With capture off, the agent does not ask for contact details and the chat does not offer the form. How to switch it on and choose the details is in adjust how your agent answers.
Which details are saved
The details you have under Details it asks for, inside Lead capture, are saved, together with the channel, the agent and the date. Two rules always apply:
- An email or a phone is needed. Without a valid email or a phone number of at least 7 digits, the lead is not saved: the agent asks again and the form flags the field.
- One lead per conversation. If the customer gives more details later, they are added to the same lead instead of creating another.
Where each detail appears depends on its Key:
| Key of the detail | Where you see it in the lead |
|---|---|
name | Name |
email | |
phone | Phone |
company | Company |
message | “What they wrote”, and the Message column of the list |
| Any other | “Additional fields”, with the key as its name |
Once a lead is saved, the conversation shows the customer’s name in the inbox instead of a reference such as “Visitor A1B2”.
The Leads screen
The list has six columns: Lead, with the name and, under it, the email and the phone; Status; Channel; Agent; Message; and Received. You can sort it by Lead, Status or Received.
- Searching. The “Search by name, email, phone or company” field.
- Filtering. By status, by agent, by channel and by date received: “Last 7 days”, “Last 30 days”, “Last 90 days” or a period of your choice. Clear filters removes them.
- Exporting. Export CSV downloads the leads you are looking at. See export your leads to a CSV file.
The statuses
A lead always comes in as New. From then on your team changes the status by hand: iAgentify never moves it. The names are fixed; this is the usual way to use them:
| Status | What it is for |
|---|---|
| New | It has just arrived and nobody has dealt with it yet |
| Contacted | You have already written to them or called them |
| Qualified | You have confirmed that they are interested and that they fit what you offer |
| Won | They have become a customer |
| Lost | It did not work out |
The panel of a lead
Press a row to open the lead. The panel shows when it was received, the channel and the agent, and also:
- Status. Choosing another one saves it straight away.
- Contact details. Name, Company, Email and Phone, which you can correct.
- Internal notes. For writing down what was discussed, the next step or who is on it. Only your team sees them.
- Origin. The View the conversation button opens the conversation in which it was captured.
Changes to the details and the notes are saved with Save changes; Discard undoes them. You can also reach a lead from its conversation, in the Lead section of the details panel.
The new lead notice
Every time a lead is created, owners, admins and members receive the New lead notification: in the app, with the title “New lead captured”, and by email. Pressing it opens the lead. There is no notice when a lead that already existed receives more details.
Each person decides how they want it under Settings › Notifications. See notices: what you hear about and how.
Who can edit and who can delete
| Role | What they can do with leads |
|---|---|
| Read only | See them and export them |
| Member | Also change the status, the contact details and the notes |
| Admin and Owner | Also delete them |
Delete a lead
Open the lead and press Delete lead.
Confirm in the “Delete the lead…?” window.
The app puts it this way: “Their contact details and your notes disappear from the list and from exports. The conversation is kept. This cannot be undone.”
The conversation stays in the inbox with its messages, and its Contact section keeps the name, the email and the phone. If that customer leaves their details again later, a new lead is created. If what you need is to deal with a request to erase personal data, follow deleting data.
Related articles
- Export your leads to a CSV fileDownload the leads that match your search and filters as a CSV file, and open it in Excel or Google Sheets without broken accents.
- Adjust how your agent answers: tone, languages and instructionsChange your agent’s tone, languages, instructions, handoff to a person and the details it asks for, and bring back an earlier version if you need to.
- Notices: what you hear about and howWhich notices iAgentify sends, when and to whom, how they reach you (the bell and email) and how each person chooses their own under Settings › Notifications.
- Deleting data: sources, leads, agents and the accountWhat you can delete yourself from the app and what happens each time, what you need to ask Support for, and how to close the account or handle a customer’s erasure request.