Leads
How your agent saves interested customers as leads, and how your team follows them up.
Updated
What a lead is, and when your agent saves one
Your agent saves a lead as soon as a customer shows interest, then adds to it as they say more.
One lead per chat
Everything your agent saves in a chat goes onto that chat's open lead, so a returning customer doesn't make duplicates.
Reading the Leads list
What each lead card shows, how the list is ordered, and what a lead's own page holds.
Lead statuses, and changing one
The four statuses, who sets each one, and what they mean to your agent.
Lead details: choosing what your agent collects
Choose up to 15 details your agent asks for or notes, on Orders & leads → Questions.
Loading the suggested details for your business type
Add the suggested lead details for your business type again, without losing your own.
Finding a lead: search, status, order and date filters
Search by name, phone or email, and filter by status, orders and when a lead was captured.
Exporting your leads to CSV
Download the leads you've filtered as a spreadsheet file, up to 10,000 at a time.
Which plans include leads?
Every plan, the free trial included, has leads, Lead details and CSV export.
Leads troubleshooting
Why a lead is missing, incomplete or shown twice, and what to do about export problems.
Questions
Does every conversation create a lead?
No. Your agent saves a lead once a customer shows interest: says what they want, or gives a detail you collect. General, price and support questions leave a conversation in the Inbox and nothing on the Leads tab.
Can I add a lead myself?
No. Leads come only from your agent; there's no Add lead button.
Can I edit a lead's name, phone or details?
No. The status is the only thing you change on a lead; everything else comes from your agent. When it saves again in the same chat, what it sends replaces the old value, and the lead's History keeps the old one.
Can I filter leads by channel?
Not today. Use View chat to see which channel a lead came from.
Why did a lead move to the top of the list?
Your agent saved new details on it. The list shows the most recently updated lead first; the card's Updated time says when, and the lead's History says what changed.
Does my agent ever change a lead's status?
No. It saves every lead as new and never changes the status again.
The customer ordered. Why is the lead still new?
No status means ordered. The lead shows Order placed · Order #…, and the Order placed filter lists every such lead. Move it to contacted or completed yourself when that helps your follow-up.
Are duplicate leads merged?
No, leads are never merged. A chat has one open lead at a time, so a second lead in the same chat means the first was closed or the customer came back after 30 days of silence.