Lead capture
Most visitors who chat do not buy that day. Lead capture turns those conversations into contacts you can follow up, instead of a chat log nobody reads.
Lead capture is available on the Pro and Scale plans. See Plans, limits and stores.
When the AI asks
You control the timing under Branding & Tone:
| Setting | What it does | Use it when |
|---|---|---|
| Immediately | Asks for contact details in the first response | High-value or made-to-order products where every enquiry matters |
| After a few messages (default) | Asks after 5 messages | Most shops — the visitor has shown real interest first |
| Only when needed | Asks only on explicit request, or when the AI cannot help | Low-friction shops where asking early would annoy people |
The default exists for a reason: asking too early costs you the conversation, asking too late means you never get the address of the person who left.
Where leads land
Leads shows every captured contact with Total Leads, leads This Week, and your Conversion Rate — the share of conversations that produced a contact.
Each lead links back to the conversation it came from, so you follow up knowing exactly what they asked.
Following up
A lead captured in chat is warm for hours, not weeks. The conversation tells you what they wanted — reply to that, specifically, rather than sending a generic welcome mail.
If a lead came in with a question the AI could not answer, that is two jobs: reply to the person, and fix the gap in your knowledge base so the next one gets answered on the spot.
Checking it works
The honest test: chat with your own store as a visitor would, refuse to buy, and see whether the AI asks for your details at a moment that would not have annoyed you. Then check the lead appears under Leads.
If leads are not appearing at all, check your plan first — lead capture is off on Essential and in test mode — then check the timing setting on the Branding page.
Last updated 2026-07-27
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