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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 Actions on your agent — the card is called Collect leads.

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Which fields should it collect?

When you turn it on, you pick which fields the agent asks for: Keep the list short. If the agent has to ask seven things, the caller checks out.
Three fields is usually enough. Name, phone, and the one detail that makes the quote concrete.

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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.

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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.
Turn both on if you need both. The agent picks the right one per call.

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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.

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When something isn’t right

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.”
That’s normal. Add to the instructions: “If the caller won’t share an email, take their phone number instead.”
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.

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Next steps