Lead Management Guide

Master the lead management system to convert website visitors into customers. This comprehensive guide covers lead forms, chatbot lead capture, lead tracking, analytics, and optimization strategies for Site Admins and Root Admins.

Leads can come from multiple sources in the system:

1. Lead Forms:

• Embedded forms on pages (inline or popup)
• Single-step or multi-step wizard forms
• Customizable with Lead Form Variants
• Most common lead source

2. Visitor Chatbot:

• AI chatbot captures lead information during conversations
• Automatically linked to conversation via conversation_id
• Provides conversation context for follow-up
• Seamless visitor experience

3. Manual Entry:

• Administrators can manually create leads
• Useful for phone inquiries or offline sources
• No conversation_id (manual leads)

Lead forms are the heart of customer acquisition. The system offers flexible form configurations:

• Form Types:
  • Single-Step: All fields shown at once (fallback option)
  • Multi-Step Wizard: Progressive disclosure for better conversion

• Display Types: - Inline: Embedded directly in the page - Popup Modal: Triggered by button clicks

• Variants: A/B test different form configurations

For detailed information on creating and customizing lead forms, see the Lead Form Variants help page.

The visitor chatbot can automatically capture leads during natural conversations.

How It Works:

1. Visitor chats with AI chatbot on your website
2. Chatbot asks qualifying questions
3. Visitor provides contact information (name, email, phone)
4. Chatbot creates lead using CreateLeadTool
5. Lead is automatically linked to conversation

Conversation Tracking:

• Each chatbot lead has a conversation_id field
• Click the conversation link to see full chat history
• Review what questions the visitor asked
• Understand visitor's needs before follow-up
• Provides valuable context for sales team

Benefits:

• Natural, conversational lead capture
• Higher conversion than traditional forms
• Rich context for follow-up
• 24/7 lead generation
• Immediate engagement with visitors

For more information, see the Conversations and AI Agents help pages.

To add a lead form to any page:

1. Edit the Page: Navigate to the page in Blocks Editor
2. Add Lead Block: Click "Add Block" → "Lead"
3. Configure Form:
4. Label: Button text or form title
5. CTA Type: Popup or Inline
6. Form Type: Single-step or Multi-step wizard
7. Variant: Choose A/B test variant
8. Position Strategically: Place forms where visitors are most engaged
9. Test: Preview to ensure proper functionality

Access lead information through multiple interfaces:

• Leads Editor: Sidebar → Leads → Leads
  • View all leads in a searchable table
  • Filter by date, source, status
  • Export lead data
  • Click any lead to view details

• Leads Dashboard: Sidebar → Leads → Dashboard - Analytics and performance metrics - Conversion rate tracking - Form performance comparison - Geographic distribution - Trend analysis

• Individual Lead Details: Click any lead for full information - Complete contact information - Conversation link (if from chatbot) - Source page and form variant - Custom field data - Salesforce sync status

Each lead contains comprehensive information:

Standard Fields:

• Contact Details: First name, last name, email, telephone
• Address: Street address, city, state, ZIP code
• Location: Latitude, longitude (from address or IP)
• Message: Customer's inquiry or request
• Services: Services of interest (JSONB array)

Source Tracking:

• Page where form was submitted
• Form variant used
• Referrer URL
• UTM tracking parameters (campaign, source, medium, term, content)
• Conversation ID: Link to chatbot conversation (if applicable)

Custom Fields:

• Dynamic fields defined in Lead Form Variants
• Stored in JSONB custom_fields column
• Flexible schema without database migrations
• Can map to Salesforce custom fields

Metadata:

• Created at timestamp
• Updated at timestamp
• Salesforce sync status
• Follow-up status

The dashboard provides actionable insights:

Key Metrics:

• Total leads (24h, 7d, 30d, all time)
• Conversion rates
• Average daily leads
• Lead sources breakdown (forms vs. chatbot)

Trend Analysis:

• 30-day lead volume chart
• Conversion rate trends
• Day-over-day comparisons

Geographic Distribution:

• Interactive US map showing lead locations
• Color-coded by lead volume
• Identify high-value markets

Performance Breakdown:

• Form variant performance comparison
• Brand performance (multi-tenant)
• Page-level conversion data
• Chatbot vs. form lead comparison

Leads automatically sync to Salesforce for CRM management.

How It Works:

1. Lead is created (form or chatbot)
2. Background job queues Salesforce sync
3. Lead data is mapped to Salesforce fields
4. Custom fields are mapped to Salesforce custom fields
5. Lead is created in Salesforce
6. Salesforce ID is stored in lead record

Field Mapping:

• Standard Fields: Automatically mapped (name, email, phone, address)
• Custom Fields: Configured in Lead Form Variant settings
• Services: Mapped to Salesforce multi-select picklist
• Source Tracking: UTM parameters and referrer stored

Sync Status:

• View sync status in lead details
• Retry failed syncs manually
• Error messages for troubleshooting

Use data to improve lead generation:

• Form Placement: Test forms in different page locations
• Form Types: Compare single-step vs. multi-step performance
• Call-to-Action: Test different button text and messaging
• Page Content: Optimize content around high-converting forms
• A/B Testing: Use form variants to test improvements
• Mobile Optimization: Ensure forms work well on all devices
• Chatbot Optimization: Review conversation transcripts to improve chatbot prompts

Convert leads into customers with effective follow-up:

• Response Time: Contact leads within 1 hour for best results
• Multiple Channels: Try phone, email, and text if available
• Personalization: Reference their specific inquiry or page visited
• Conversation Context: For chatbot leads, review conversation before calling
• Value Proposition: Lead with how you can solve their problem
• Follow-up Schedule: Have a systematic approach for multiple touchpoints
• CRM Integration: Use Salesforce integration for lead management

Common lead issues and solutions:

Forms Not Submitting:

• Check form configuration and test in preview mode
• Verify Lead Form Variant is properly configured
• Check browser console for JavaScript errors

Chatbot Not Creating Leads:

• Verify CreateLeadTool is enabled for visitor-chatbot agent
• Check that visitor provided all required information
• Review conversation for error messages

Low Conversion Rates:

• Try multi-step forms or different placement
• Enable visitor chatbot for conversational lead capture
• Review dashboard analytics for insights

Missing Leads:

• Verify email notifications are working
• Check Salesforce sync status
• Review background job logs

Salesforce Sync Failures:

• Check Salesforce credentials in brand settings
• Verify custom field mappings
• Review error messages in lead details
• Retry failed syncs manually

Mobile Issues:

• Test forms on various devices and screen sizes
• Ensure chatbot button is accessible on mobile
• Check responsive design of form variants

Regular monitoring and testing ensure optimal lead generation performance.

Now that you understand lead management, explore these related features:

• Lead Form Variants: Learn how to create and customize advanced lead forms
• Conversations: Understand chatbot conversations and lead tracking
• AI Agents: Configure the visitor chatbot for optimal lead capture
• Block System: Learn how to add lead blocks to pages