Your bot can ask visitors for their details in the web chat: their email, and if you like their name, phone number and up to three questions of your own. What they leave is a lead, kept with their conversation in your inbox.
Turn it on for a bot under Bots → your bot → Leads. It's off until you do.
When it asks#
Pick one moment per bot:
- When someone asks for a person (the default). The form takes the place of the email box at a handoff, so your reply can reach them by email even if they leave the page.
- After the bot's first answer. Once the visitor has been helped, the form appears under the answer. It never blocks the chat, and No thanks is remembered.
- Before the chat starts. The visitor's first question waits until they've left their details, then it's answered as usual. The email is always required here.
A visitor who already left their details, in this conversation or an earlier one from the same browser, isn't asked again. The form is for the web chat only: the Ask console offers your support chat instead.
What it asks#
- Email, required unless you say otherwise. (When your bot must reply by email, for example when your team is offline, it's required at a handoff anyway.)
- Name and phone number, each on or off, required or not.
- Your own questions, as a text box or a choice from a list, up to three, on the Team plan.
- Marketing consent, when you turn it on: an unticked box with your wording. tufu keeps whether it was ticked, the exact words shown and when. Add your privacy policy's address under Settings → Privacy and the form links it as "How we use your details".
You can change the form's title, the line after they send it, and the line after No thanks.
Following up#
- In the inbox, Leads (at the top of the list, with how many are New) shows every lead, newest first, with its status: New or Followed up, with who changed it and when. Each opens its conversation.
- In the conversation list, a conversation with a lead carries a person icon ("Left their details").
- In a conversation, Details shows the lead, and Edit lets you correct it (a typo in the email, a name given on the phone).
- A lead on its own never lands in Needs you: only a visitor asking for a person does. A lead who asked for a person is that handoff, as always.
- On the Team plan, a new lead pings the people your routing picks, by email and in your Slack support channel. Each person can turn it off under My notifications. Export CSV downloads every lead, with what they agreed to.
One email is one lead: a visitor who comes back and leaves their details again updates theirs.
How long leads are kept#
Leads follow your conversation retention: a lead is deleted with its last conversation. Deleting a visitor's data deletes their lead too, and the deletion log counts it. To keep leads longer, export them, or send each one to your own tools as it arrives with a webhook, on the Team plan.