When a caller or chatter shows interest in something you sell, you want to be able to follow up. Capture leads has the agent ask for the details you need — without it feeling like a form. You’ll find this under Capture leads on your agent.Documentation Index
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Which fields should it collect?
When you turn it on, you pick which fields the agent asks for:| Field | When |
|---|---|
| Name | Almost always |
| Phone | If you call back |
| If you send quotes, brochures, or links | |
| Company | B2B |
| Address | If you visit or deliver |
| City | If you cover specific areas |
How it sounds
Caller: I saw your cleaning package on the website — what does it cost? Agent: It starts at 750 kroner a month, but it depends on the size of your place. I can have a colleague send you a precise quote. Can I get your name? Caller: Anna Berg. Agent: Thanks. And an email we can send the quote to? Caller: anna@example.com. Agent: Perfect. Roughly how big is your home? Caller: 110 square metres. Agent: I’ll note that down. A colleague will send a quote by tomorrow. Thanks for calling.
Capture leads or Take a message?
Both features collect caller details. Here’s the split:- Capture leads — the caller is interested in something you sell. You’ll follow up proactively.
- Take a message — the caller wants to talk to someone, and you’ll call them back about that.
Where does the lead land?
Under Call history on the agent. Best to send them automatically to your CRM or email with Send call summary.When something isn’t right
The agent asks for details even when callers aren't interested
The agent asks for details even when callers aren't interested
Tell it when to capture leads in Behaviour and style. e.g.: “Only ask for contact details if the caller specifically asks about pricing or quotes.”
People decline to give an email
People decline to give an email
That’s normal. Add to the instructions: “If the caller won’t share an email, take their phone number instead.”
We don't see any leads in our CRM
We don't see any leads in our CRM
Turn on Send call summary and add a destination that goes to the CRM — or send leads to email first and route them in from there.
Next steps
- Get leads forwarded automatically: Send call summary
- Tell the agent when to ask in Behaviour and style