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When someone calls or chats about something you sell, you want to be able to follow up. You choose the details the agent should ask for under Attributes. You’ll find this on the agent under Teach → Attributes.

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What an attribute is

An attribute is something the agent knows or collects during a conversation. The page has three sections:

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Add what the agent should ask for

Under Collected during conversations, small buttons show the details the agent already knows how to ask for. Click one, or click New attribute at the top.
  1. Choose Collect it during conversations.
  2. Under What to collect, choose the detail, for example Name, Phone number, Email, Company, Address, Postcode, or Other details.
  3. Under When to collect it, choose Lead, Take a message, or both.
  4. Click Add attribute.
The Collected for column in the table shows what each detail is used for. To stop asking for something, choose Turn off in the row’s menu.
Three fields are usually enough. Name, phone number, and the one thing that makes your offer concrete.
Keep the list short. If the agent has to ask seven things, the user loses interest.

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How it sounds

User: 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 the home. I can have a colleague send an exact quote. Can I get your name? User: Anna Berg. Agent: Thanks. And an email we can send the quote to? User: anna@example.com. Agent: Perfect. A colleague will send a quote before tomorrow.

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Your own details

If the agent should collect something that isn’t on the list, for example an order number or a preferred date, you define it in a workflow. Click New attribute, choose Define it in a workflow, and click Go to Workflows.

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Where the lead lands

Leads sit in Inbox in the menu on the left, under Captured → Leads. The same people also sit under Contacts → All leads, with the conversations they’ve had. Want the lead passed on right away? Use Conversation summary.

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Lead or message?

  • Lead is when the user is interested in something you sell, and you follow up.
  • Take a message is when the user wants to talk about a specific matter.
Turn both on if you need both. See Take a message.

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What to check

Write a guideline for when it should ask. For example: “Only ask for contact details if the user asks about pricing or quotes.” See Behaviour and style.
That’s normal. Write a guideline: “If the user won’t share an email, take their number instead.”
The number covers the last 30 days. If there are conversations but no leads, check that the attribute is set to On, and that you’ve clicked Publish.

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Next steps