Review captured leads and follow up responsibly
Use submitted lead details as a starting point for the next support or sales 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.
Step by step
- 1
Check the agent and capture path
Open the relevant agent’s Leads or the workspace Contacts view. Identify which form or conversation supplied the details.
- 2
Review the submission
Check required values, custom fields, time and the customer’s stated purpose. A submitted address is not automatically verified.
- 3
Read the conversation
Understand what the visitor expected, including any callback or specialist-support request.
- 4
Follow the approved process
Assign the next action to the right teammate. Avoid contacting the visitor for unrelated purposes merely because an address was collected.
Good to know
Contact form configuration now belongs in Workflows. The Leads view helps inspect captured results rather than defining a second competing automation.
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
No lead appears after testing
Confirm the actual form was submitted successfully, not merely displayed, and check the assigned agent/workspace.
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