Leads Management
Learn how to track, manage, and convert leads captured from your chatbot conversations.
Overview
Leads are automatically captured when customers provide their contact information during chatbot conversations. The Leads page allows you to view, manage, update, and track leads through your sales funnel.
Automatic Capture: Leads are created automatically when customers provide their name, email, or phone number in chatbot conversations. No manual entry required!
Key Features
Create Leads
Manually create leads or convert conversations to leads. Add custom fields and notes.
Update Status
Track leads through your sales funnel: New → Contacted → Qualified → Converted → Lost.
Filter & Search
Filter by status, source, date, or custom fields. Search by name, email, or company.
Analytics
View conversion rates, lead sources, and performance metrics to optimize your funnel.
Lead Status Workflow
New
Leads are automatically created when contact information is captured from conversations.
Contacted
Mark as contacted when you've reached out to the lead via email, phone, or other channels.
Qualified
Move to qualified when the lead meets your criteria and shows genuine interest.
Converted
Mark as converted when the lead becomes a paying customer.
Lead Notification Routing
Lead Notification Routing automatically sends email and SMS notifications to your team members when leads match specific criteria. This ensures the right people are notified about the right leads at the right time.
Smart Routing: Set up rules based on lead intent, channel, source, keywords, or form submissions. Each rule can send notifications to multiple email addresses and phone numbers.
Rule Types
Intent-Based
Route leads based on their intent (e.g., "pricing", "sales", "support")
Channel-Based
Route based on where the lead came from (widget, email, form)
Source-Based
Route based on the source URL or domain (e.g., "example.com")
Keyword-Based
Route when specific keywords appear in the lead's message
Key Features
Priority-Based Routing
Set priority levels (1-10) for each rule. Higher priority rules are processed first, ensuring urgent leads are handled immediately.
SMS Notifications
Send SMS notifications via Twilio integration. Customize SMS templates with variables like {{leadName}}, {{leadEmail}}, {{leadPhone}}, {{leadTopic}}, {{conversationUrl}}, and {{priority}}.
Email Notifications
Send email notifications to multiple recipients. Each rule can target different team members based on lead characteristics.
Analytics & Tracking
Track rule performance with analytics: trigger count, email/SMS sent counts, and last triggered timestamp. Monitor which rules are most effective.
Bulk Operations
Manage multiple rules efficiently with bulk operations: activate/deactivate multiple rules at once, delete multiple rules, and test rule matching before going live.
📱 SMS Integration Requirements
To use SMS notifications, you need to configure a Twilio integration in Settings > Integrations. SMS usage is limited based on your plan:
- Starter: 200 SMS/month
- Growth: 1,000 SMS/month
- Pro: 2,000 SMS/month
You can also use your own private Twilio integration for unlimited SMS.
Bulk Operations
Perform actions on multiple leads at once to save time and improve efficiency. Bulk operations allow you to update status, change priority, assign leads, or delete multiple leads simultaneously.
Available Bulk Operations
Bulk Update Status
Update the status of multiple leads at once. Move leads through your sales funnel efficiently.
Bulk Change Priority
Change the priority level for multiple leads. Mark urgent leads or adjust priorities based on criteria.
Bulk Assign
Assign multiple leads to team members. Distribute work evenly or reassign leads when team members change.
Bulk Delete
Delete multiple leads at once. Use with caution - deleted leads cannot be recovered. Always export data before bulk deletion.
How to Use: Enable bulk mode by clicking the "Bulk Actions" button, select the leads you want to modify, choose the action (Update Status, Change Priority, Assign, or Delete), and confirm. Review the action summary before confirming to ensure you're modifying the correct leads.
💡 Pro Tips
- Add notes to leads to track important interactions and context
- Use filters to focus on high-priority leads or specific sources
- Set up Lead Notification Routing rules to automatically notify the right team members
- Use priority levels to ensure urgent leads (e.g., "hot lead") are handled first
- Customize SMS templates to include relevant lead information and conversation links
- Review rule analytics to optimize your routing strategy
- Export leads regularly for backup and integration with other tools
- Use bulk operations to efficiently manage large numbers of leads