Actions
Collect Leads
The built-in action that saves the details a prospect shares in the chat and flags them as a lead for your team.
Collect Leads is a system action that comes with every workspace. When a customer shows buying intent, such as asking about pricing, plans, a demo or how to get started, your agent gathers their details in the conversation and saves them as a lead your team can follow up on.
It's included on every plan and never counts against your action limit.
How it works
Every person who messages you on a channel already has a contact in OrbitBase, created the moment their first message arrives. Your agent never has to guess who it's talking to. Collect Leads adds to that contact:
- The agent notices buying intent, based on the action's instructions.
- It asks for the details you've configured, one question at a time, and only saves what the customer actually volunteers.
- It saves those details onto the customer's contact and flags the contact as a lead.
- If the customer shares more later in the chat, the agent calls the action again to add it.
The lead then appears on the Leads page, and the conversation in the Inbox shows the linked lead.
What it captures
Out of the box, Collect Leads asks for:
| Detail | Answer type | Required |
|---|---|---|
| Yes | ||
| Phone | Phone | No |
| Company | Text | No |
Details are matched to the lead's fields by name. A detail with "email", "phone", "company", "name" or similar in its name fills that field on the lead. Anything else you add (for example Budget or Team size) is saved as a labelled note on the lead, such as "Budget: $5,000".
If the email a customer gives already belongs to another lead in your workspace, it's left unchanged rather than moved. The agent is told, so it won't claim the email was saved.
Edit Collect Leads
Open the action
Go to Actions. Under System actions, click Edit on the Collect Leads card.
Rename it or tune the instructions
Change the Name if you like, and rewrite the Instructions (up to 500 characters) to describe exactly when your agent should collect a lead and what it should ask for.
Choose what to collect
In Details to collect, add, remove or rename details. For each one, pick an Answer type and decide whether it's Required. You can collect up to 12 details.
Choose how to ask
Turn on Ask with a form to show every detail at once as a short form the customer fills in and sends. This applies to your website widget and the Playground. On social channels, which have no forms, the agent keeps asking in the chat.
Save
Click Save changes.
Keep required details to a minimum. A customer is far more likely to share an email address than to fill in six fields before they've had an answer.
Switch it on or off
Use the switch on the Collect Leads card. When it's off, your agent won't collect or save lead details, but your settings are kept for when you switch it back on.
Where leads appear
- Leads — every captured lead, with the details the agent saved. See Leads overview.
- Inbox — the conversation shows the linked lead in its side panel.
- Lead record — under the lead's name, you can see when it was captured and on which channel.
You can track extra information on every lead with custom fields.
Testing in the Playground
In the Playground, Collect Leads behaves exactly as it would with a real customer, but nothing is saved. Test leads don't appear on the Leads page.