Turn stalled conversations into leads: when a guest asks for a person, the Concierge collects their contact details and emails you a short summary so you can follow up.
What it does #
Sometimes the Concierge cannot fully answer, and the guest would rather talk to a human. Without a way to catch that moment, an interested guest simply leaves and you never know they were there.
Lead Capture steps in exactly then. When a guest asks for human help, the Concierge shows a short contact form, thanks them, and emails you a two to three sentence summary of the conversation: what they were looking for, what was shown, and where things stalled. You get the context to follow up well, without reading the whole chat log.
What the guest experiences:
- A brief, friendly form asking for their name and email, with optional phone and notes fields you can turn on or off.
- A thank-you message confirming someone will be in touch.
Leads are stored privately on your site and are visible only to your team, never on any public page. Capture also works even if the AI is briefly unavailable, so you never lose a lead during an outage.
How to turn it on #
1. Enable Lead Capture #
In Concierge Settings, turn on Lead Capture.
2. Set where notifications go #
Enter the email address that should receive lead notifications. To alert a whole team, list several addresses separated by commas, and each one receives the notification. Leave the field blank to use your site’s admin email. To make the alert arrive from your own brand, set a Lead Notification From Address too (covered in Settings below).
3. Shape the form and its wording #
Decide whether to ask for a phone number and a notes field (both on by default), then set the three pieces of guest-facing copy: the intro message above the form, the thank-you message after a guest submits, and the submit button label. Each of these ships with warm, on-brand default wording shown right in the box as a placeholder, so you can leave a field blank and still get a polished form. To tailor the copy to your own voice, click Auto-generate from website: it samples your site’s brand voice and fills all three fields for you to review before you save.
Settings #
| Setting | What it controls |
|---|---|
| Lead Capture enabled | Turns the feature on or off. On by default. |
| Lead Notification Email | Where lead notifications are sent. Enter one or more addresses separated by commas to notify a whole team. Leave blank to use the site admin email. |
| Lead Notification From Address | The address your lead-notification email is sent from. Set it to a branded address like concierge@yoursite.com and alerts arrive under your site name instead of the generic default, so they thread neatly in your inbox. Replies always go straight to the guest, so you can answer right from the notification. Leave blank to use the site default. |
| Show Phone Field | Whether the form includes an optional phone number field. On by default. |
| Show Notes Field | Whether the form includes a notes field for the guest to add detail. On by default. |
| Lead Form Intro | The warm message shown above the form. Leave blank to use the built-in default, shown in the box as a placeholder. |
| Lead Thank-You Message | The confirmation message shown after a guest submits. Leave blank to use the built-in default, shown in the box as a placeholder. |
| Lead Submit Button Label | The text on the form’s submit button. Leave blank to use the built-in default, “Send to our team”. |
Tips #
- Follow up quickly. A lead arrives because the guest wanted a person, so a fast reply while they are still deciding converts best.
- The emailed summary tells you what the guest wanted and where the conversation stalled, which is often the fastest way to pick up the thread.
- Sending alerts to a team inbox and a manager at the same time? Separate the addresses with commas. Duplicate addresses are removed automatically, and anything that is not a valid email is ignored on save.
- Use Auto-generate from website to match the form’s wording to your brand in one click, then adjust anything you like before saving.
- When live staff are available, guests can talk to a person in real time instead of just leaving their details. See Live Concierge.
- Lead Capture pairs with the rest of the assistant you configure in Operator Tools. For the bigger picture of how the Concierge guides guests, see the Overview.