Configuring the lead capture questions

Lead Capture Setup

What Are Lead Capture Questions?

Lead capture questions help your AI qualify visitors and collect contact information. They determine what data you collect and when.

Accessing Lead Capture Settings

1. Click on the ‘Knowledge Base’ button on sidebar navigation
2. Go to “Lead Capture” tab
3. Configure your questions

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Default Questions

Standard fields collected:

• Name: Visitor’s full name
• Email: Email address
• Phone: Phone number (optional)
• Company: Company name (optional for B2B)

How AI asks:
The AI naturally weaves these into conversation instead of bombarding visitors with a form.

Example conversation:

AI: Hi! I'd love to help you learn more about our services. 
    What's your name?
Visitor: Sarah

AI: Great to meet you, Sarah! What kind of solution are you looking for?
Visitor: I need help with marketing automation

AI: Perfect! I can share some options. What's the best email 
    to send you information?
Visitor: sarah@company.com

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Custom Qualification Questions

Adding Custom Questions

Create questions specific to your business:

1. Go to Lead Capture tab
2. Click “Add Custom Question”
3. Configure the question:

Question text:

What's your budget range for this project?

Field type:

• Text (open-ended)
• Number
• Multiple choice (dropdown)
• Yes/No
• Date

Options (for multiple choice):

- Under $1,000
- $1,000 - $5,000
- $5,000 - $10,000
- Over $10,000

When to ask:

• Early in conversation
• After expressing interest
• Before showing pricing
• Custom trigger (coming soon)

Required:

• Toggle on if must be answered
• Toggle off if optional

1. Click “Save Question”

Example Custom Questions

For B2B:

• “What’s your company size?”
• “What’s your timeline for implementation?”
• “Who else is involved in the decision?”
• “What’s your current solution?”

For B2C:

• “What’s your budget range?”
• “When do you need this by?”
• “How did you hear about us?”
• “Have you worked with a service like ours before?”

For Real Estate:

• “Are you buying or selling?”
• “What’s your price range?”
• “What areas are you interested in?”
• “When do you want to move?”

For Healthcare:

• “What type of appointment do you need?”
• “Do you have insurance?”
• “Have you been here before?”
• “What’s your preferred appointment time?”

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Qualification Logic

Setting Qualification Criteria

Determine what makes a “qualified” lead:

1. Go to Lead Capture > “Qualification Rules”
2. Click “Add Rule”
3. Set conditions:

Example Rule 1:

IF budget is "Over $10,000"
AND timeline is "Within 3 months"
THEN mark as "Hot Lead"
AND send priority notification

Example Rule 2:

IF company size is "50+ employees"
OR annual revenue is "Over $1M"
THEN mark as "Qualified"
AND assign to enterprise sales team

Available actions:

• Mark as qualified/unqualified
• Set lead status
• Add tags
• Send specific notification
• Assign to team member (coming soon)
• Trigger Zapier workflow

Lead Scoring

Assign points based on responses:

Configure scoring:

1. Go to Qualification Rules
2. Enable “Lead Scoring”
3. Assign points to each answer:

Example:

Budget:
- Under $1,000: 0 points
- $1,000-$5,000: 5 points
- $5,000-$10,000: 10 points
- Over $10,000: 20 points

Timeline:
- Just researching: 0 points
- 3-6 months: 5 points
- 1-3 months: 15 points
- Immediately: 25 points

Score ranges:
- 0-10: Cold lead
- 11-25: Warm lead
- 26+: Hot lead

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Question Flow & Timing

Natural Conversation Flow

Make questions feel natural, not like a form:

Tips:

1. Spread questions out – Don’t ask everything at once
2. Context matters – Ask relevant questions based on conversation
3. Value exchange – Offer information before asking questions
4. Explain why – “I’ll need your email to send you the pricing details”

Good flow:

1. Greeting
2. Understand need (AI asks open-ended questions)
3. Provide initial information
4. Ask qualifying questions naturally
5. Collect contact info
6. Offer next step (demo, call, etc.)

Bad flow:

1. Greeting
2. Immediately ask for name, email, phone, company
3. Visitor abandons chat

Conditional Questions

Ask follow-up questions based on previous answers:

Example:

Q1: "Are you buying or selling?"
    IF Answer = "Buying"
    → Q2: "What's your budget range?"
    → Q3: "What type of property are you looking for?"

    IF Answer = "Selling"
    → Q2: "What's your property address?"
    → Q3: "When do you want to list?"

To set up:

1. Add your first question
2. Click “Add Conditional Question”
3. Select trigger (previous answer)
4. Create follow-up question
5. Save flow

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Pre-Chat Forms vs Conversational

Pre-Chat Form (Traditional)

Form shown before chat starts:

Pros:

• ✅ Guaranteed to collect info upfront
• ✅ Simple and familiar
• ✅ Quick setup

Cons:

• ❌ Lower engagement (people hate forms)
• ❌ Higher abandonment rate
• ❌ Less personal

When to use:

• Support/customer service
• Appointment booking
• Gated content

Conversational Collection (Recommended)

AI asks questions during natural conversation:

Pros:

• ✅ Higher engagement
• ✅ Better visitor experience
• ✅ More context gathered
• ✅ Feels personal

Cons:

• ❌ Visitor might leave before sharing info
• ❌ Requires good AI training

When to use:

• Sales conversations
• Lead generation
• General inquiries

To configure:

1. Go to Lead Capture settings
2. Choose collection method:

• Pre-Chat Form
• Conversational (recommended)
• Hybrid (form for email, rest conversational)

1. Save preference

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Managing Captured Data

Custom Fields Storage

All answers are stored in the lead record:

View captured data:

1. Go to “All Leads”
2. Click on a lead
3. See all custom fields and answers

Export data:

1. Go to All Leads
2. Click “Export”
3. Select which fields to include
4. Download CSV/Excel

Using Data

Use qualification data for:

• Sales prioritization
• Personalized follow-up
• CRM enrichment
• Marketing segmentation
• Reporting and analytics

Zapier integration:
Send custom field data to other tools:

• Add to Google Sheets
• Create CRM contact with qualification data
• Trigger email campaigns based on answers
• Update marketing lists

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Best Practices

Question Design

Do:

• ✅ Ask clear, specific questions
• ✅ Use simple language
• ✅ Offer multiple choice when possible
• ✅ Keep questions relevant
• ✅ Limit to 3-5 key questions

Don’t:

• ❌ Ask too many questions
• ❌ Use confusing jargon
• ❌ Make everything required
• ❌ Ask for sensitive info too early
• ❌ Repeat questions AI already asked

Privacy & Compliance

GDPR/Privacy considerations:

• 📋 Add consent checkbox for data collection
• 🔒 Explain how data will be used
• 🗑️ Allow opt-out of data collection
• 📧 Provide data deletion option

To add consent:

1. Go to Lead Capture settings
2. Enable “Require Consent”
3. Customize consent text:

By providing your information, you agree to receive 
communications from us. We respect your privacy and 
will never share your data.

Optimization

Test and improve:

1. 📊 Monitor conversion rates
2. 💬 Review conversation logs
3. ❌ Identify where visitors drop off
4. 🔄 Adjust questions that cause abandonment
5. ✅ Keep questions that drive engagement

A/B testing (coming soon):

• Test different questions
• Try different question order
• Compare conversion rates
• Use winning variation

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Troubleshooting

Problem: Visitors aren’t answering questions

Solutions:

1. ✅ Too many questions – reduce to 3-5 max
2. ✅ Questions too early – build rapport first
3. ✅ Questions feel interrogative – make conversational
4. ✅ Not explaining value – tell why you need info
5. ✅ Required fields too strict – make some optional

Problem: Wrong data being captured

Solutions:

1. ✅ Check question wording is clear
2. ✅ Review answer options (multiple choice)
3. ✅ Ensure field type matches question
4. ✅ Test in preview mode

Problem: Questions not appearing

Solutions:

1. ✅ Check questions are enabled
2. ✅ Verify qualification rules are active
3. ✅ Test trigger conditions
4. ✅ Review AI instructions (may be skipping)

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