Guide › Leads and transcripts
Leads and transcripts
Every conversation reaches you, including the ones that never filled in a form. This is where they land and what to do with them.
What you get, and when
When a conversation ends you get one email with the whole thing in it: who they were, what they asked, and what the chatbot told them. One per chat — not one per message, and not one every time they come back to the tab.
It goes to the contact email on your account. Colleagues can be added to your account and receive them too - your team and your billing covers how.
Chats that end without a goodbye
Most people do not close a chat politely. They read the answer and shut the tab. You still get that transcript, marked Not confirmed — meaning the visitor gave their details but never confirmed them at the end.
Treat those as real. Someone who typed their phone number and then got distracted is a perfectly good lead; they are just a lead who is busy.
The lead list
Sign in and open Leads. Everyone who left contact details, newest first, with:
- Name, email and phone as they typed them
- The page they were on when they started talking
- When it happened, and how long the conversation ran
- The full transcript, one click away
Export the lot to a spreadsheet whenever you want it — for your CRM, for a mail merge, or just to have your own copy.
We store the name exactly as it was typed. The chatbot may greet someone by their first name in conversation, but the record keeps the whole thing, because that is what you need in order to actually call them back.
Reading a transcript properly
Three things are worth looking for every time:
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What did they open with?
The first message is the real question. Everything after it is usually the chatbot and the visitor circling it.
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Did it answer, or did it promise to check?
"I'll find out and come back to you" means a fact is missing from your knowledge base. Add it and that question is answered properly forever.
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Which page were they on?
If the same page keeps producing the same question, the page is not doing its job. That is a website fix, and it is free.
Sending a transcript again
Deleted it, or need it in front of someone else? Open the chat in your dashboard and use Resend transcript. It sends the same email to your contact address.
Things we deliberately do not do
- We never email the visitor. Not a transcript, not a follow-up, nothing. Someone who asked your chatbot a price did not sign up to hear from us, and an unexpected email from a company they have never dealt with is how a good first impression gets thrown away.
- We do not chase leads for you. No drip sequences, no automated follow-ups sent in your name. You decide what gets said to your customers.
- We do not forward sales pitches. Conversations we are confident are somebody selling to you are screened out — how that works, and how to check it.
The habit that makes it pay
Once a week, open the lead list and read the transcripts of anyone you have not replied to. It takes ten minutes. The chatbot's job is to make sure nobody slips through at eleven at night; yours is to ring them back in the morning.