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Lead collection shows a lead form inside the chat. The visitor fills in the form, and SiteGPT saves the details as a lead. You choose the fields and when the form appears. This page also covers Pre-Chat User Details, a separate form that shows before the conversation starts.

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Before you start

  • Plan: any plan. See Plans and limits.
  • Role: any team role can change lead settings. See Team members.
  • If you use a booking tool, have your booking page URL ready.

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Turn on lead collection

1

Open the lead settings

In your chatbot’s sidebar, select Leads > Leads Settings. The Settings tab opens.
2

Turn on lead collection

Turn on Enable Lead Collection.
3

Choose the contact fields

Under Basic Contact Fields, turn on Name, Phone Number, or both. Email Address is always collected. You cannot turn it off.
4

Choose a template

Under Industry Template, select a template for your business, or select Custom. See Industry templates.
5

Choose when the form appears

Under Collection Triggers, select one trigger. See Choose a trigger.
6

Save

Select Save Changes.

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Choose a trigger

You can select only one trigger. With the two AI triggers, the AI asks for the details with the form, not in a chat message. The AI is told to show the form only one time per conversation. The After N messages form does not show if the visitor already gave their details, for example in the pre-chat form.

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Add trigger keywords

When you select the Custom template, you can add keywords. The AI then tries to collect details when a visitor mentions one of them.
  1. Under Custom Trigger Keywords, enter words in Keywords (Optional). Separate the words with commas, for example pricing, demo, quote.
  2. Select Save Changes.
Keywords are not used with the After N messages trigger.

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Industry templates

A template sets preset form fields and topic keywords for one type of business. The templates are:
  • Dental Clinic
  • HVAC Services
  • Legal Services
  • Real Estate
  • Automotive
  • Healthcare
  • SaaS/Software
  • E-commerce
  • Consulting
  • Custom (no preset fields)
When you select a template other than Custom, the page shows a preview of its fields. All templates except E-commerce include booking. For those templates you must enter a Booking System URL. To change the fields of a template, select Custom. The current fields stay, and you can edit them.

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Add custom fields

Custom fields are available when the template is Custom.
1

Add a field

Under Custom Form Fields, select Add Field.
2

Set the label

In Display Label, enter the text that the visitor sees, for example Budget Range.
3

Set the field name

In Field Name, enter an internal name, for example budget_range. SiteGPT uses this name in exports and webhooks.
4

Choose the field type

In Field Type, select Text, Email, Phone, Text Area, or Select Dropdown. For Select Dropdown, enter each option on a new line in Dropdown Options.
5

Set the other options

Turn on Required field if the visitor must fill in the field. In Placeholder Text, enter a hint that shows inside the field.
6

Save

Select Save Changes.
Do not use message or reason as a field name. These names are reserved. If you use one, SiteGPT shows an error when you save. Each field name must also be unique.
SiteGPT also saves the page the visitor was on as page_url. You do not need a field for it. A booking link lets visitors book a time with you from the chat. The AI includes the link when it collects the lead.
  • With an industry template that includes booking, enter your link in Booking System URL. This field is required.
  • With the Custom template, turn on Enable booking integration, then enter your link in Booking System URL.
Select Save Changes when you finish.

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Hand the conversation to your team after a lead

Turn on Auto-escalate on lead capture to send the conversation to a human after the visitor submits the form. To set up human support, see Set up human support.

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Ask for details before the chat starts

Pre-Chat User Details is a separate form. It shows before the conversation starts. It works independently of AI lead collection. The Name and Phone Number toggles under Basic Contact Fields choose which fields it shows. You can change these toggles only while Enable Lead Collection is on.
  1. On the Settings tab, go to Pre-Chat User Details.
  2. Select one option:
    • Required: visitors must enter their details before they can start the conversation.
    • Optional: the form shows before the conversation, but visitors can skip it.
    • Off: no pre-chat form. The AI or an escalation can still collect details.
  3. Select Save Changes.

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Change the text on the lead form

To change the form heading, the button text, or the confirmation message, go to Language & Region and edit the Lead Form section. See Change the widget language and text.
On HIPAA workspaces, industry templates are not available. Conversations are redacted after 7 days, but lead records stay until you delete them. See HIPAA.

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Check that it works

  1. Open your chatbot on your website or in the dashboard preview.
  2. Start a conversation that matches your trigger. For example, ask about pricing if you use When user shows interest (Recommended).
  3. Fill in the form and submit it.
The chat shows a confirmation that the details were saved. The new lead shows in Leads > Leads Dashboard. To work with your leads, see Manage leads. To send leads to email or other tools, see Send leads to other tools.