Lead capture
Lead capture is where the line stops being only an explainer and becomes an operating surface.
Its purpose is not to interrupt the conversation. Its purpose is to preserve the value of the conversation when the next step should move to a human.
What it does
Section titled “What it does”Lead capture lets a visitor leave:
- contact details
- preferred contact channel
- request context
The lead is then attached to the conversation you already have.
That is the main difference from a normal form.
How it appears
Section titled “How it appears”In Chatline, lead capture lives inside the conversation.
The public flow is:
- the visitor chats
- the line answers
- a lead capture CTA appears
- the visitor leaves details if the request is serious
- the operator sees the lead with the full conversation context
This keeps the handoff part of the same surface instead of sending the visitor into a separate dead-end form.
What good lead capture depends on
Section titled “What good lead capture depends on”Lead capture works best when:
- the line has already been useful
- the scope is clear
- the next step feels real
- the request actually needs human follow-up
If the line feels vague, lead capture feels premature.
What the operator should optimize for
Section titled “What the operator should optimize for”Not maximum form fills.
Better goals:
- better context
- cleaner serious inbound
- less useless follow-up
This is why the line should qualify before it captures.
What to tell the line
Section titled “What to tell the line”The line should know:
- when a request is serious enough to route
- what details matter
- what should stay in chat
- what must move to a human
That logic belongs in your source material and instructions.
A practical rule
Section titled “A practical rule”Do not ask for contact before the visitor understands the line.
The more coherent the conversation is, the better the lead capture moment works.