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Contacts & leads

Collect lead details with a workflow form

Ask for contact information at a useful moment instead of interrupting every conversation.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itWorkflows → contact form action

Before you begin

Open Contacts or the contact/context panel beside a conversation. Check the linked conversation and the provenance of each value before using it.

Example workspace · Demo data. Follow the path from starting event to decision and action. Select the image to enlarge it.
Workflow canvas with trigger, condition, actions and settings

Example workspace · Demo data. Follow the path from starting event to decision and action. Select the image to enlarge it.

Step by step

  1. 1

    Choose a relevant trigger

    Start with an event and conditions such as a page, message count or topic. Explain why the requested information helps the visitor.

  2. 2

    Configure the fields

    Choose the supported name, email, phone or custom lead fields and mark only genuinely necessary fields as required.

  3. 3

    Set the next step

    Define what happens after submission, such as a confirmation or handoff. Avoid promising a callback unless a real staff process handles it.

  4. 4

    Test both paths

    Submit valid data, invalid data and no data. Inspect the resulting contact/lead context and ensure the visitor can continue without repeated prompts.

  5. 5

    Publish and assign

    Publish the reviewed workflow and save the correct agent assignments. Verify on the actual embedded messenger.

Good to know

Explicit form submissions and passively discovered details have different provenance. Neither is automatically proof of identity.

Check the result

Confirm that the value belongs to the right conversation and that its verification/provenance label is accurate. A name or email is not proof of identity.

Questions & troubleshooting

The form appears repeatedly

Review repeat/frequency conditions, trigger history and competing workflows that request the same details.

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