These are basic user data settings. For advanced lead collection with AI-powered forms, industry templates, custom fields, and booking integration, use the Lead Collection feature.
Accessing user data settings
Navigate to your chatbot dashboard and select Settings → User Data to configure data collection options.Collection modes
Choose how strictly you want to enforce user data collection:Mandatory
Users must enter their details before they can continue the conversation. When to use:- High-value sales conversations
- Support tickets requiring contact information
- Compliance requirements for user identification
Optional
The chatbot attempts to collect user details, but users can skip the form and continue chatting. When to use:- General information chatbots
- Balancing lead collection with user experience
- Reducing friction while still capturing some leads
Do not collect
The chatbot will not collect any user details. When to use:- Privacy-focused implementations
- Anonymous support chatbots
- Information-only chatbots where leads aren’t needed
Data types
Select which information you want to collect from visitors:Name
Collect the user’s full name. Optional field - Can be enabled or disabled based on your needs.Email address
Collect the user’s email address. Required field - Always collected when user data collection is enabled. Email is the primary identifier for leads and conversations.Phone number
Collect the user’s phone number. Optional field - Can be enabled or disabled based on your needs.How it works
When user data collection is enabled:- First interaction: When a user opens the chatbot, they see a form requesting their information
- Form submission: Users enter their details and submit the form
- Conversation begins: After submission (or skipping in Optional mode), the chat conversation starts
- Lead creation: The collected information is saved as a lead in your dashboard
- Persistent identity: The user’s information is associated with all their messages in that conversation
Best practices
Use Optional mode for better conversion
Use Optional mode for better conversion
Optional mode provides a good balance between lead collection and user experience. Users who are serious about getting help will provide their information.
Keep forms minimal
Keep forms minimal
Only collect the data you actually need. Shorter forms have higher completion rates.
Explain why you're collecting data
Explain why you're collecting data
Use the welcome message to explain how you’ll use their information (e.g., “to send you a transcript” or “to follow up on your inquiry”).
Consider privacy regulations
Consider privacy regulations
Ensure your data collection complies with GDPR, CCPA, and other privacy regulations in your jurisdiction.
Use advanced lead collection for complex needs
Use advanced lead collection for complex needs
If you need custom fields, conditional logic, or booking integration, use the Lead Collection feature instead.
Viewing collected data
All collected user data appears in two places:- Leads dashboard: Navigate to Leads to see all collected contact information
- Chat history: Each conversation shows the associated user’s information
Advanced lead collection
For more sophisticated lead collection needs, use the dedicated Lead Collection feature, which offers:- AI-powered lead qualification
- Industry-specific templates
- Custom form fields
- Conditional logic
- Calendar booking integration
- CRM integrations
- Lead scoring
Difference from lead collection
| Feature | User Data Collection | Lead Collection |
|---|---|---|
| Purpose | Basic contact info | Advanced lead qualification |
| Fields | Name, email, phone | Custom fields, unlimited options |
| Timing | Before/during chat | Intelligent, context-aware |
| AI-powered | No | Yes |
| Templates | No | Industry-specific templates |
| Integrations | Basic | CRM, calendar, webhooks |
| Customization | Limited | Extensive |
Troubleshooting
Users not seeing the data collection form
Users not seeing the data collection form
- Verify collection mode is set to Mandatory or Optional (not “Do Not Collect”)
- Clear browser cache and test in an incognito window
- Check that the chatbot is properly embedded on your website
- Ensure no custom CSS is hiding the form
Form appearing every time
Form appearing every time
User data is stored in browser cookies. If users clear cookies or use incognito mode, they’ll see the form again. This is expected behavior.
Want to collect more information
Want to collect more information
Basic user data collection only supports name, email, and phone. For custom fields, use the Lead Collection feature.
Data not appearing in leads
Data not appearing in leads
- Ensure the form was submitted (not skipped in Optional mode)
- Check the Leads dashboard after a few minutes for data to sync
- Verify the user completed the form before closing the chat
Related features
- Lead collection - Advanced lead qualification and custom forms
- Leads dashboard - View and manage collected leads
- Human support - Configure escalation to human agents
- Chat history - View conversations with user information