Enquiries and handoff

Find these settings in the chatbot's Behaviour → Enquiries and handoff.

Lead capture

The chatbot asks only for what the visitor's goal needs, one or two things at a time. Nothing is mandatory, and the same person is never saved twice.

For each goal (Quote, Call back, Meeting / demo, Order, Support, Other) you choose what to ask for and in which order: name, email, phone, need, budget, timeline. Custom fields add your own questions, e.g. object type or area, asked only for the goals you tick.

Email is always asked when a visitor wants an offer: without it there's nowhere to reply.

Marketing consent is offered as a separate, unticked checkbox in the chat form, with your own wording. Replying to an enquiry never needs it, and the chatbot never asks for it.

Booking link

Optional: your Calendly page. The chatbot offers it to book a call. Connect Calendly first, then pick one of your pages; the field accepts only Calendly links.

Where enquiries go

Every new enquiry appears in Leads and can be emailed straight away to an address you set under Notifications about new enquiries. To send it on to a CRM, Slack or your own system, use automations or webhooks.

Handoff to a person

With handoff on, the chatbot passes the conversation to your team, notifies them and tells the visitor. It hands over when:

• the visitor asks for a person;
• it can't answer reliably (after the second answer it wasn't sure of);
• the visitor is upset or complaining;
• an action the visitor needed failed.

Two rules are built in and hand over with high priority:

Your rules: name a rule (e.g. Warranty), list keywords, and choose the priority (Low, Normal, High, Urgent). When a visitor writes one of them, the chat goes to a person.

You can also set how it offers a person, e.g. "I will pass this to a colleague who can help."

Your team replies in the same conversation from Conversations.