What a lead is
A visitor becomes a lead the moment the agent has an email address or a phone number for them. Not a name, not an intent, not a long conversation.
Until one of those two arrives, the conversation stays a conversation and lives under Conversations.
How an agent captures details
There is no form. The agent captures details because it asked for them in the course of the conversation, so what you get depends on what you told it to do. An agent whose prompt says if you cannot answer, offer to take a name and email produces leads. One that does not, will not.
Lead capture is therefore a prompt decision rather than a setting. Put the ask in the Job block, and say when to make it.
Give the customer a next step
Pick one of these three and write it into the prompt, so a customer the agent cannot help always leaves with a next step.
| Give the customer | How you set it up |
|---|---|
| A promise that someone will come back to them | Ask for a name and email in the Job block of the prompt. The result appears here as a lead, with the transcript attached. |
| A ticket already raised on their behalf | Give the agent an HTTP action that writes to your helpdesk or posts to a team channel, and say in the Tools block when to call it. |
| A number to ring, or a page to open | Put your contact details in Knowledge, so the agent gives the real one with a source behind it. |
The Leads table
The Leads tab shows one row per person, newest activity first. Duvi shows anything the agent did not capture as a dash rather than leaving it blank, so a partial capture is visible.
| Column | What it holds |
|---|---|
| Name | What they gave. Falls back to the email, then the phone number, then Unnamed, so a row is never blank. |
| Phone | The number, if one was given. |
| The address, if one was given. | |
| Where | The location they mentioned, if any. |
| Channel | Website, Phone or WhatsApp. |
| Messages | How many messages the customer sent. A proxy for how engaged they were before handing over a contact. |
| Last activity | When the conversation was last touched. |
| Conversation | Opens the transcript this lead came from. |
The list pages as you scroll, twenty rows at a time, so a busy agent does not load thousands of rows to show you the first ten.
A lead with a transcript attached is worth more than a form submission, because whoever follows up already knows what the person asked, what they were offered, and where the conversation stopped.
Send leads to your CRM
The Leads tab is a record, not a destination. To put a lead in your CRM at the moment it is captured, give the agent an HTTP action that writes to your system and tell it in the Tools block when to call it. The agent then creates the record during the conversation rather than leaving you to export a list later.
No connector does this for you. The connector catalogue is read-oriented, so a write to your own system goes through an action you define. See Tools.