# Conversation lead capture and follow-up

Save a conversation as a lead, notify your follow-up recipients and review or export the captured contact details.

*Release 3.3 · admin, operator, supervisor, visitor*

**History › Leads** · **Settings › General Settings › Lead** · **Settings › Chat › General Settings**

## What it is

**Leads** saves contact details for follow-up and links them to the visitor and available conversation. Creation can send an email to your configured recipients. You can review leads by date, correct details, open the associated transcript or export the records.

## Who uses it and why

- Operators choose **Create Lead** when a conversation needs follow-up.
- Supervisors review captured leads, inspect conversations and export contact details.
- Administrators with the **Settings** role manage permitted chat controls and ask Powerfront to configure lead fields and notification emails.
- Visitors provide the contact information that the operator records.

## Where to find it

Use **Create Lead** from the visitor or conversation actions to open **New Lead**. In **History**, choose **Leads** to review saved records.

Powerfront manages **Settings › General Settings › Lead**, including the notification destination and standard form fields. **Hide Create Lead Option** is under **Settings › Chat › General Settings**, accessible through the **Settings** role, subject to **Settings Permissions**.

## How it works

1. Open **Create Lead** for the visitor or conversation.
2. Check any prefilled contact information and complete the required fields in **New Lead**.
3. Submit the form. INSIDE saves the lead and, when notification is requested and recipients are configured, sends the notification email.
4. Open **History › Leads** and select the date range. The list shows the newest records first and loads more as you scroll.
5. Use **View Transcript** for a linked conversation, **Edit Lead** to correct the contact details, or **Delete** to remove the lead after confirmation.
6. Use **Export Data** to download the selected date range as CSV.

## Configure it

Ask Powerfront to set which of **Ask for Name**, **Ask for Email**, **Ask for Mobile** and **Ask for Phone** are enabled and **Required**. At least one field must be enabled and at least one must be required when saving this setup.

Ask Powerfront to set **Website Lead Email**, **Lead Email Subject** and **Lead Email Template**. Multiple recipients can be separated with commas or semicolons. **Attach Conversation** includes the available conversation in the notification.

An administrator with the **Settings** role and the required **Settings Permissions** can use **Hide Create Lead Option** to restrict operator creation and editing. Operators also need access to customer personal information for the creation action.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Ask for Name | Settings › General Settings › Lead | website | On; Required on when no lead configuration exists | Powerfront, on request | Shows Name in the lead form. Its Required control decides whether operators must fill it in. |
| Ask for Email | Settings › General Settings › Lead | website | On; Required on when no lead configuration exists | Powerfront, on request | Shows Email in the lead form. Its Required control decides whether operators must fill it in. |
| Ask for Mobile | Settings › General Settings › Lead | website | On; Required on when no lead configuration exists | Powerfront, on request | Shows Mobile in the lead form. Its Required control decides whether operators must fill it in. |
| Ask for Phone | Settings › General Settings › Lead | website | On; Required on when no lead configuration exists | Powerfront, on request | Shows Phone in the lead form. Its Required control decides whether operators must fill it in. |
| Attach Conversation | Settings › General Settings › Lead | website | On when no lead configuration exists | Powerfront, on request | Includes the linked conversation in the lead notification email when a conversation is available. |
| Website Lead Email | Settings › General Settings › Lead | website | Not set | Powerfront, on request | Sets the recipients for lead notification emails. When not set, there is no lead notification destination. |
| Lead Email Subject | Settings › General Settings › Lead | website | URGENT: New Website Lead - Please Call Back | Powerfront, on request | Sets the subject used for lead notification emails. |
| Lead Email Template | Settings › General Settings › Lead | website | Built-in lead notification | Powerfront, on request | Sets the email body using the supported contact and date placeholders. The built-in notification asks for a callback and includes the lead's name, phone, email and date. |
| Hide Create Lead Option | Settings › Chat › General Settings | website | Off | Settings role | Hides lead creation and editing for operators; the Settings role remains exempt from this restriction. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | New Lead / Edit Lead | Unknown | Records the contact name. Required by default; the lead configuration can change whether it is required. |
| Email | New Lead / Edit Lead | Unknown | Records the contact email. Required by default; the lead configuration can change whether it is required. Entered addresses must pass validation. |
| Mobile | New Lead / Edit Lead | Unknown | Records the mobile number with its country dialling code. Required by default; the lead configuration can change whether it is required. |
| Phone | New Lead / Edit Lead | Unknown | Records the telephone number with its country dialling code. Required by default; the lead configuration can change whether it is required. |

### Permissions

| Permission | Lets you |
|---|---|
| Can view Customer PII and Conversation Data | Allows access to personal information needed by the lead creation action. |
| Settings | Manage permitted chat settings and retain lead creation and editing when Hide Create Lead Option is on, subject to personal-data access. |

## Limits and good to know

- The standard form enables and requires all four contact fields when there is no saved lead configuration. Your configured form may differ.
- Editing must leave at least one of **Name**, **Phone** or **Email** populated.
- The screen loads up to 500 leads at a time. Export includes the selected date range rather than only the visible page.
- CSV contains the lead reference, name, phone, email, conversation reference, creation date and operator details. It does not include Mobile or all custom fields.
- **View Transcript** is unavailable when a lead has no linked conversation.
- Saving a lead and delivering its email are separate outcomes. An existing lead does not prove that the recipient received an email.
- CRM integrations can add their own lead forms and duplicate checks. The standard INSIDE list is not a follow-up status board.

## Depends on and works with

### This feature uses

- **Configured in** [Website and regional settings](ADM-004.md): Website timezone settings affect lead notification dates and date-range handling.
- **Configured in** [Roles and permissions](ADM-008.md): Operator roles and personal-data permissions affect available lead actions.
- **Configured in** [Operator settings](ADM-010.md): Operator timezone settings affect the date range used to find leads.
- **Configured in** [CRM form field configuration](CRM-020.md): A configured Salesforce lead form can replace the standard creation fields.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data access controls affect lead creation and displayed contact information.
- **Works better with** [Conversation history and search](CHAT-024.md): Leads can link to a conversation and open its transcript from History.
- **Works better with** [Customer contact details](CRM-001.md): Available contact details can prefill the lead form.
- **Works better with** [Salesforce leads and Zendesk contact creation](CRM-013.md): Configured CRM lead creation can accompany the INSIDE lead and change the creation form.
- **Related** [Customer data deletion and recovery](SEC-019.md): Customer data deletion can replace retained lead contact details with deletion markers.

### Used by

- **Enhances** [Visitor event updates to customer context](ENG-007.md): Configured lead actions can use submitted form information.
- **Enhances** [Salesforce leads and Zendesk contact creation](CRM-013.md): INSIDE can also retain its own lead, with a separate outcome.
- **Enhances** [Conversation detail and abandonment reports](REP-006.md): INSIDE lead capture supplies the Lead Created indicator in applicable conversation detail.

## FAQ and troubleshooting

### Why is Create Lead missing?

Check **Hide Create Lead Option** and the operator's **Can view Customer PII and Conversation Data** permission. The **Settings** role is exempt from the hide option, but still needs personal-data access.

### Why did no notification arrive?

First check whether the lead was saved. Ask Powerfront to check **Website Lead Email** and notification delivery. Notification also depends on the creation flow requesting an email.

### Why can't I save an edited lead?

Keep at least one of **Name**, **Phone** or **Email**, complete configured required fields and check email and telephone validation.

### Why is Mobile missing from my export?

The CSV export has a fixed set of columns that includes Phone and Email but does not include Mobile or all custom data.

### Why can't I find a lead from the end of the day?

Check the selected dates and the operator and website time zones. The selected end date is included in the search.