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, and optionally their phone number.
- 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. Leave it blank to use your site’s admin email.
3. Shape the form #
Decide whether to ask for a phone number and a notes field, and customize the intro message, the thank-you message, and the submit button label.
Settings #
| Setting | What it controls |
|---|---|
| Lead Capture enabled | Turns the feature on or off. |
| Lead Notification Email | Where lead notifications are sent. Leave blank to use the site admin email. |
| Ask for phone | Whether the form includes an optional phone number field. |
| Include notes field | Whether the form includes a notes field for the guest to add detail. |
| Lead Form Intro | The warm message shown above the form. Leave blank to use the default. |
| Thank-You Message | The confirmation message shown after a guest submits. |
| Submit button label | The text on the form’s submit button. |
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.
- 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.