Lead details: choosing what your agent collects

Go to Orders & leads → Questions (for a clinic, Orders & enquiries → Questions). The page, What your agent asks, starts with Lead details (Enquiry details for a clinic), then Order questions. You can also get there from Settings → Agent and from step 4 of the setup checklist.

Each row is one detail: its name and one of two choices:

• Always ask: your agent asks for it, and adds it to the lead once the customer gives it.
• Note if mentioned: saved only if the customer brings it up.

To change the list:

• Add a detail: click + Add detail, type its name and pick a choice.
• Rename a detail: edit its name.
• Remove a detail: click Remove at the end of its row.
• Built-in details: name, phone and email show Built-in instead of Remove. You can rename them but not remove them, and your agent always collects them.

Press Save details. Usually your agent uses them from its next reply; if it needs to be updated with them first, the message says so. Only the owner can change lead details; the rest of the team can read them.

Lead details are only for leads. What your team needs for an order, such as a delivery address, is an order question, in the next section of the same page, and what it needs for a booking is a booking question under Appointments.

A good starting shape: keep Always ask short. Every Always ask detail is a question your agent puts to the customer, and a long interrogation loses people. Name and phone as Always ask, and everything else as Note if mentioned, works for most businesses.

Up to 15 details in total, built-in ones included, each name up to 100 characters.

What happens to leads you already have. Changing the list never deletes anything a lead holds. A new detail isn't filled in on old leads. A renamed detail shows its new name everywhere, old leads included. A removed detail keeps showing on the leads that have it, under the last name it had. A changed choice affects only what your agent does from then on.