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Chat Leads

A chat lead is a visitor who shared their name, email or phone number in a chat on your website — usually with your AI chatbot, which asks for them naturally during the conversation. They're listed on the Chat tab of the Leads page.

How chat leads are created​

As the conversation goes on, the AI asks for the visitor's details at a natural moment — for example "I'd love to send you more details — what's the best email to reach you?". As soon as the visitor shares a name, email or phone number, they become a lead. This works around the clock, even when your team is offline.

The Chat tab​

The Chat tab uses the same table as every other tab of the Leads page: Lead, Stage, Status, Intent, Sources and Last activity, with the same search, filters, export and delete. Each person appears once, even if they chatted several times — and if they also called or filled in a form, that's the same row (shown as, for example, "Chat · Call" under the status). See The leads table.

Reading the conversation​

Click a lead to open the lead drawer. Each chat appears on the timeline with the first question the visitor asked and how the chat ended. Open chat takes you to the full conversation in Chats.

tip

Read the chat before you follow up. Knowing what the visitor already asked lets you pick up where they left off instead of making them repeat themselves.

Deleting chat leads​

Tick the leads and click Delete. Their chats are removed from your leads — this can't be undone.

Best practices​

  1. Respond quickly — they were engaged enough to chat and share their details.
  2. Reference the conversation — "I saw you were asking about our enterprise plan…".
  3. Check their intent — the drawer's Why this score shows what else they did on your site.
  4. Watch their visit — Watch latest session shows what they looked at before and after the chat.
warning

If the visitor shared their details but their question wasn't fully answered, follow up first. An unanswered question plus contact details is a strong signal they want to hear from you.